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 capabilityContribute 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
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)
Payment gateways and acquiring
APIs and integration patterns
Incident management and escalation handling
Root cause analysis in technical environments
Cross-functional collaboration
Compensation & Stability
Competitive salary package with a permanent contract
Flexible working hours and a wellbeing-focused intensive summer schedule.
International, diverse and collaborative teams across Spain, France & the UK
Regular engagement events to build strong connections
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
We believe in equal employment opportunity, a culture built around gender-balanced development opportunities for our professionals, a versátil and healthy working environment, and general equality in the workplace.
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📌 Technical Customer Support Manager (Madrid)
🏢 Payxpert
📍 Madrid