Customer Support Team Lead / Head of Support (FinTech / eCommerce / Payment Processing)

At Akuaro , we are partnering with a B2B payment processing company with offices in Estonia, Spain, Switzerland, and Kazakhstan.

We’re not looking for someone to create KPIs, templates, or “support strategy.” We need someone who ensures clients never sit unanswered.

The Challenge:

We have ~8–10 support agents, scripts, rules, and tech. What we don’t have is control. Messages from key merchants can sit 30–40 minutes. Founders often end up jumping into chats themselves. That’s why this role exists.

Your job, you run support in real time:

- Monitor all support channels
- Know who is on duty
- Spot when a client is being ignored
- Push, elevate, call, or force action — until someone takes ownership
- Ensure tech gives an answer and it reaches the client
- Track repeat offenders and replace them
- You don’t solve tickets. You make sure they get solved.



You report directly to the founders and have the authority to manage your team, including firing if needed.

Who fits:

You are not a “process” person. You are an operator. You should have:

- Experience in fintech, payment processing, or e-commerce
- Understanding of transactions, Visa/Mastercard, conversion drops
- Authority and presence so people actually listen to you

Languages: English (must B2-C1), Russian native or fluent.

Location: Spain, Barcelona.

Why this role matters:

In most companies, this job is about reports. Here, it’s about keeping revenue alive. You work with:

- Real merchants
- Real money
- Real problems — and you have real power to fix them

If this aligns with your experience and motivates you, contact us to learn more details.

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📌 Customer Support Team Lead/Russian Language (Barcelona)
🏢 Talent
📍 Barcelona