Tech Support Team Lead - Fintech (Remote)

We are looking for an experienced and solution-oriented Tech Support Team Lead to lead our technical support team and ensure exceptional service delivery to merchants across the USA and Europe. You will oversee all aspects of technical support, helping merchants leverage our global payment orchestration platform, which offers One-Off and Subscription-based payment solutions through credit/debit card processing, eWallets, and Alternative Payment Methods (APMs).

Macropay is a fintech leader in payment orchestration, providing businesses with seamless access to global payment solutions for over four years. Specializing in revenue optimization, we offer card processing and alternative payment methods enhanced by smart routing, fraud prevention, and an intuitive dashboard. Backed by a team of payment and fraud experts, our all-in-one platform is designed to maximize revenue, reduce costs, and improve the payment experience—all through a single API integration.

Responsibilities:

Team Leadership & Management

• Lead and manage the technical support team, ensuring adherence to performance metrics and customer satisfaction goals.
• Train, mentor, and support team members to develop technical and soft skills.
• Define team objectives, monitor performance, and provide regular feedback.

Technical Support Operations

• Oversee the resolution of technical issues for merchants, ensuring timely and accurate responses.
• Develop and maintain best practices for troubleshooting and issue escalation.
• Monitor support ticket queues and prioritize cases based on severity and impact.
• Act as a point of escalation for complex issues, collaborating with engineering and product teams when necessary.

Process Optimization

• Identify opportunities to streamline support processes and improve response times.
• Develop documentation and self-service resources for merchants, such as FAQs, knowledge base articles, and integration guides.
• Use data and analytics to track support trends and recommend improvements.
• Supervise and collaborate with the API guide and other types of procedure guides in order to support merchant’s integrations to our platform and Tech support Activity in general.
• Develop ways to automate work in the department.

Collaboration

• Work closely with the Operations team and IT team to align support goals with business objectives.
• Collaborate with product and engineering teams to resolve technical issues and ensure smooth integrations.
• Provide feedback to the product team based on merchant challenges and feature requests.

Reporting & Insights

• Generate regular reports on key support metrics, including response times, resolution rates, and customer satisfaction.
• Present insights to the Head of Operations and leadership team, highlighting trends and recommending improvements.

Requirements

• Experience: 5+ years in technical support or a related field, with at least 2 years in a managerial or leadership role (preferably in fintech, SaaS, or payments).
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Good leadership and team management skills.
• In-depth knowledge of payment processing systems, including credit/debit cards, eWallets, and APMs.
• Excellent troubleshooting and problem-solving abilities.
• Strong communication skills with the ability to explain technical concepts to non-technical audiences.
• Analytical mindset with a focus on data-driven decision-making.
• Fluent in English (additional languages are a plus).
• Proficiency with support and ticketing platforms (e.g., Zendesk, Jira, Freshdesk, etc).
• Familiarity with APIs, payment gateways, and technical integration processes.

Benefits

• Competitive salary and comprehensive benefits package.

• Opportunity to shape HR strategy for a global, innovative fintech company.
• Professional development opportunities and resources.
• A collaborative, inclusive, and dynamic work culture.
• Full Remote Work.

Join us in an environment where you're free to innovate, learn, and grow alongside passionate professionals. At Macropay, you'll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiences.

Equal Employment Opportunity Employer

Macropay is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be part of a great project!

The personal data you provide will be used to manage and process your candidacy for the corporate selection processes that fit your profile. If you wish you can exercise your rights of access, rectification or cancellation by sending a letter to Carrer de la Diputació 211, bajos, 08011, Barcelona (Spain), or emailing us at protecciondedatos@macropay.com , including a document that validates your identity.