As the Head of Technical Services & Support Operations, you will lead the function responsible for delivering world-class technical support, service quality, and system reliability to our merchant base.

You will build and scale a multi-country support organization that ensures our FinTech platform operates seamlessly — resolving technical issues quickly, driving operational excellence, and partnering closely with Product, Engineering, and Customer Success to enhance the merchant experience.

Your mission is to ensure that every merchant, across every market, receives consistent, high-quality technical assistance that supports their business growth.

Key Responsibilities

1. Leadership & Strategy

• Build and lead the Technical Services & Support Operations team, including support leads, specialists, and service coordinators.

• Develop and execute the global support strategy with measurable SLAs, CSAT, and service uptime targets.

• Design and scale a tiered support model (L1, L2, L3) to handle both merchant and partner technical issues efficiently.

• Define the organizational roadmap for multi-country expansion of the support function.

2. Operational Excellence

• Implement and manage support systems (ticketing, CRM integrations, knowledge bases, monitoring tools).

• Develop workflows for incident management, escalation, and resolution across markets.

• Ensure 24/7 service coverage as the company expands globally.

• Track and report key metrics such as response time, resolution rate, uptime, and merchant satisfaction.

3. Technical Services Enablement

• Collaborate with Product and Engineering teams to ensure smooth roll-out of new features, releases, and integrations.

• Develop technical documentation and training for merchants and internal teams.

• Oversee troubleshooting for POS, payment systems, APIs, and integrations.

• Serve as a key stakeholder in service improvement initiatives driven by customer feedback.

4. Cross-Functional Collaboration

• Partner with Customer Success on issue prevention and proactive merchant enablement.

• Work with Revenue Operations to align systems and data for ticket tracking, reporting, and process automation.

• Act as the technical voice of the customer in internal product and engineering discussions.
  

Key Metrics

• Service Level Agreement (SLA) Compliance

• Mean Time to Resolution (MTTR)

• Customer Satisfaction (CSAT) / Support NPS

• Service Uptime and Reliability

• First Contact Resolution Rate

Requirements

• 7+ years of experience leading technical support, service operations, or IT service delivery teams in FinTech, SaaS, and Payments.

• Proven success in scaling multi-country or multi-language support operations.

• Strong understanding of API, POS, and payment systems.

• Experience with support tools (Zendesk, Freshdesk, Intercom, Jira Service Desk, etc.) and CRM integrations.

• Excellent leadership, communication, and stakeholder management skills.

• Analytical mindset with the ability to turn operational data into insights and action.