Technical Customer Support Manager
2 days ago
Barcelona
PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all. We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. Furthermore, our solutions are designed with accessibility in mind, offering features that cater to the visually impaired, ensuring everyone can engage in the modern commerce landscape. The Technical Customer Support Manager is responsible for leading and developing a multi-level customer support function within a fast-paced, technology-driven environment. The role ensures effective handling of customer incidents, supports reliable system performance, and contributes to a consistent and high-quality service experience across the customer lifecycle. Combining operational leadership with strong technical understanding, the position requires the ability to engage in technical troubleshooting when needed, interpret integration behaviour, and support teams in resolving complex issues. Working closely with cross-functional stakeholders, the role plays a key part in strengthening processes, improving service delivery, and building scalable support capabilities aligned with business growth. Key Responsibilities • Lead and develop a multi-level customer support function, ensuring effective collaboration across frontline and technical support teams, • Oversee the resolution of customer incidents, ensuring issues are handled efficiently, prioritised appropriately, and escalated when required, • Act as a senior point of escalation for complex or high-impact technical cases, supporting teams in diagnosis and resolution, • Maintain the ability to engage directly in technical troubleshooting when needed, including analysing integrations, reviewing logs and interpreting API behaviour, • Ensure a high standard of support during merchant onboarding and post-go-live phases, contributing to a smooth and reliable customer experience, • Monitor operational performance through defined KPIs, identifying trends, risks and opportunities for improvement, • Work closely with Engineering, Product and other internal teams to ensure alignment between technical capabilities and customer needs, • Drive continuous improvement across processes, tools and workflows, enhancing efficiency and service quality, • Support the development of internal knowledge, documentation and best practices to strengthen overall team capability, • Contribute to building a scalable, structured and high-performing support organisation in a fast-paced environment Requirements • Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience), • 6–8+ years of experience in technical support, integrations, or fintech environments, • 3–5+ years of experience managing customer support or technical teams, • Strong ability to read, understand and work with code (PHP and JavaScript required), including analysing and validating integration-related issues independently, • Experience working with support tools, CRMs or ticketing systems, • Experience in high-growth or international environments is a strong plus, • Fluent English required (French is a plus) Strong hands-on understanding of: • Payment gateways and acquiring, • Payment lifecycle (authorisation, authentication, capture, settlement, refunds), • APIs and integration patterns Proven experience in: • Incident management and escalation handling, • Root cause analysis in technical environments, • Cross-functional collaboration Our Culture & Ways of Working Our culture is built around people, ownership and continuous progress. We strive to create an environment where individuals feel trusted, supported and challenged to grow, with regular feedback and meaningful follow-up. We value collaboration over hierarchy. Ideas can come from anywhere, and every voice matters; we expect our teams to contribute, challenge and shape the way we work. We are strongly product-oriented, with a hands-on mindset and a genuine openness to new ideas. Innovation is not limited to specific teams; it is a shared responsibility. We believe in continuous improvement over perfection. Each quarter, we actively look for ways to optimise our processes, enhance our solutions and raise the bar as an organisation. At PayXpert, we want you to grow, feel valued and enjoy your work experience. Here’s what we bring to the table: Compensation & Stability • Competitive salary package with a permanent contract, • Flexible working hours and a wellbeing-focused intensive summer schedule. Work Environment & Flexibility • Hybrid working model, • International, diverse and collaborative teams across Spain, France & the UK, • Regular engagement events to build strong connections Growth & Career Development • Real ownership and visible impact on key HR initiatives, • Continuous learning opportunities tailored to your development plan, • Free language courses (Spanish, French, English) to support your global career, • Involvement in exciting and innovative fintech projects Recognition & Rewards • Employee referral bonus program Apply now and let’s build the future of payments together. We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a flexible and healthy working environment, and general equality in the workplace. The personal data collected is intended for PAYXPERT and used to process your application with a view to possibly offering you an employment contract. It is intended for use by the departments responsible for recruitment. This information will be kept for a maximum of 2 years if your application is not successful. In accordance with Regulation (EU) 2016/679 of 27 April 2016 on the protection of personal data, you have the right to access, rectify, delete, portability and limit the Processing of Data concerning you. You may also, for legitimate reasons, object to the Processing of your Data. You may exercise your rights by contacting our DPO at the following address gdpr@payxpert.com or at the following postal address Av. Diagonal 440, 08037 BARCELONA,SPAIN. For more information on the Processing of your Personal Data by PAYXPERT, please consult our privacy policy available on our website at the following address: _.
170 Carrer de Galileu, Sants-Montjuïc, 08028, Barcelona
