🛠 Tech Stack

💼 About This Role

You'll lead a team of technical support reps, ensuring seamless merchant experiences and resolving complex payment inquiries. You'll partner with Engineering and Product to drive system improvements and scale processes. This role combines hands-on leadership with cross-functional impact at a global fintech company.

🎯 What You'll Do

• Coach and develop a team of 5-6 technical support reps
• Own daily Tier 2 operations including escalations and incident response
• Partner with Engineering, Product, Risk, and Compliance teams
• Build scalable processes, automation, and self-service resources

📋 Requirements

• 5 or more years of experience managing high performance teams
• Proficiency in Jira and Slack
• Strong communication and problem-solving skills
• Experience with support metrics like CSAT and SLA

✨ Nice to Have

• Experience in fintech or payments industry
• Knowledge of Salesforce or Google Sheets for reporting

🎁 Benefits & Perks

• 🏥 Medical, Dental, and Vision
• 🏖️ 22 vacation days plus 8 sick days and 11 holidays
• 💰 401(K) employer match
• 👶 Paid Parental leave
• 🌴 Sabbatical after 3 years

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min