Technical Support Operations Manager (Payments)
On behalf of our client, a scaling payments and fintech business, we’re looking for a strong Technical Support Operations Manager to help shape a stronger, more proactive support operations function.
You will lead and strengthen a growing technical support and operations function in a hands-on leadership role focused on improving incident management, Root Cause Analysis (RCA), live monitoring, workflow efficiency, and team capability. You’ll work across support, product, and engineering to help build a more proactive, data-driven operational environment.
Key areas of focus:
- Lead and develop a technical support / operations team
- Improve incident management and escalation processes
- Strengthen Root Cause Analysis (RCA) quality and follow-through
- Drive operational improvements, documentation, and automation
- Improve use of tools including Zendesk, HubSpot as well as Python-based reporting / automation tools
- Build better visibility through metrics, monitoring, and reporting
We’re looking for someone with:
- Experience leading technical support, service operations, or incident management teams
- Strong capability in RCA, incident response, and process improvement
- Hands-on experience with Zendesk, HubSpot and Python -based reporting / automation tools
- A track record of improving workflows, tooling, and operational performance
- Strong stakeholder management and people leadership skills
- Experience in fintech, SaaS, platforms, payments, or other always-on environments will be highly regarded.