We are looking for a Technical Support Team Lead to drive the development and optimization of support operations within a fast-growing FinTech product. This is a key role focused on delivering process efficiency, mentoring a small team, and maintaining high service quality in a business-critical environment.

Key Responsibilities:

• Oversee and structure the day-to-day work of the technical support team
• Work hands-on with support queries and system tasks, ensuring resolution and process clarity
• Onboard, train, and manage support specialists, ensuring quality and performance
• Collaborate with the Business Development team to streamline merchant-related workflows

• Monitor and optimize internal support processes and documentation

Requirements:

• Proven experience in a Tech Support role within a FinTech or payments environment
• Strong understanding of payment infrastructure, including routing, merchants, chargebacks
• Experience working with ticketing systems and operational tools
• Ability to manage routine and sometimes repetitive workflows with high attention to detail
• Previous experience mentoring or managing a small team (1–2 people)
• Clear, structured communicator with a hands-on attitude
• Strong English communication skills (spoken and written)

Nice to Have:

• Experience as a Senior Support Specialist looking to transition into a lead role
• Experience building SOPs and internal documentation from scratch
• Background in working with crypto and banking-related support tickets
• Structured mindset, process-oriented thinking, and calm under pressure

Benefits:

• 23 days of paid time off + 12 paid sick days
• Additional vacation days
• Public holidays according to Spain HQ (Barcelona)
• Co-working reimbursement up to €200/month
• Private health insurance (after probation)
• Annual well-being budget up to €500
• Annual learning & development budget up to €500