Technical Support Lead – Payments, Hybrid After Probation

paytech; Wrocław; Hybrid; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Salary bonuses

Dynamic multicultural environment

Hybrid work after probation

Job summary

paytech is a next-generation payment technology company focused on secure, scalable solutions. We are seeking a Technical Support Lead to join our Customer Experience team and own daily support operations, team performance, and merchant escalations.

You will lead shifts, coach associates, manage customer escalations, and partner with CX Knowledge, Training, and Digital teams to continuously improve processes and merchant experience. Hybrid work after probation.

Qualifications

• 2+ years in B2B payments or payments domain
• Experience leading, mentoring, or coaching support professionals
• Strong ownership of support queues and performance
• High emotional intelligence and coaching maturity
• Intellectual curiosity and continuous learning mindset
• Knowledge of APIs, payment systems, and SQL/database basics
• Russian language (native-level) and English (B1+) communication abilities

Responsibilities

• Own shift and inbox performance across teams.
• Review challenging cases and ensure effective handovers.
• Provide 1:1 coaching and feedback to associates.
• Adapt leadership approach to individuals and maintain standards.
• Own customer escalations and coordinate with stakeholders to resolve issues.
• Learn about payment systems and share knowledge to improve processes.
• Collaborate with CX Knowledge, Training, and Digital teams to improve merchant experience

Skills

Leadership

Coaching

Emotional intelligence

Problem solving

Learning mindset

Operational ownership

APIs / payment systems

SQL basics

Russian language

English language

Tools

SQL

Job description

paytech is a next-generation payment technology company focused on secure, scalable solutions. We are seeking a Technical Support Lead to join our Customer Experience team and own daily support operations, team performance, and merchant escalations.

You will lead shifts, coach associates, manage customer escalations, and partner with CX Knowledge, Training, and Digital teams to continuously improve processes and merchant experience. Hybrid work after probation.