PayXpertis 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 ResponsibilitiesLead and develop a multi-level customer support function, ensuring effective collaboration across frontline and technical support teamsOversee the resolution of customer incidents, ensuring issues are handled efficiently, prioritised appropriately, and escalated when requiredAct as a senior point of escalation for complex or high-impact technical cases, supporting teams in diagnosis and resolutionMaintain the ability to engage directly in technical troubleshooting when needed, including analysing integrations, reviewing logs and interpreting API behaviourEnsure a high standard of support during merchant onboarding and post-go-live phases, contributing to a smooth and reliable customer experienceMonitor operational performance through defined KPIs, identifying trends, risks and opportunities for improvementWork closely with Engineering, Product and other internal teams to ensure alignment between technical capabilities and customer needsDrive continuous improvement across processes, tools and workflows, enhancing efficiency and service qualitySupport 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 environmentRequirementsBachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)6–8+ years of experience in technical support, integrations, or fintech environments3–5+ years of experience managing customer support or technical teamsExperience working with support tools, CRMs or ticketing systemsExperience in high-growth or international environments is a strong plusFluent English required (French is a plus)Payment gateways and acquiringAPIs and integration patternsIncident management and escalation handlingRoot cause analysis in technical environmentsCross-functional collaborationCompensation & StabilityCompetitive salary package with a permanent contractFlexible working hours and a wellbeing-focused intensive summer schedule.International, diverse and collaborative teams across Spain, France & the UKRegular engagement events to build strong connectionsReal ownership and visible impact on key HR initiativesContinuous learning opportunities tailored to your development planFree language courses (Spanish, French, English) to support your global careerInvolvement in exciting and innovative fintech projectsRecognition & RewardsEmployee referral bonus programWe 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.#J-18808-Ljbffr

📌 Technical Customer Support Manager (Madrid)
🏢 Payxpert
📍 Madrid