Technical Support Team Lead

paytech builds the technology behind modern payments. Our white-label payment gateway, payment orchestration platform, and growing suite of payment products help businesses launch, scale, and optimise their payment infrastructure. We’re looking for a Technical Support Team Lead who combines strong operational ownership, technical curiosity, and a genuine passion for developing people. Someone who stays close to daily operations, leads by example, and believes that great leadership starts with understanding people, asking the right questions, and helping others grow.

Key Responsibilities:

• Own shift and inbox performance, ensuring efficient workload distribution, timely responses, effective prioritisation, and consistent support quality

• Monitor frontline operations, review complex cases, shift handovers, unresolved issues, and recurring mistakes

• Work closely with associates to resolve challenging cases, identify knowledge gaps, and improve support efficiency

• Conduct regular 1:1 meetings, provide constructive feedback, and coach team members to support their professional development

• Adapt your leadership approach to individual needs, balancing encouragement, accountability, and high performance standards

• Own customer escalations, coordinate technical investigations, and ensure timely resolution of complex merchant issues

• Continuously develop technical expertise in payment systems, products, and integrations

• Promote knowledge sharing, open communication, and continuous improvement within the team

• Collaborate with CX Knowledge, Training, and Digital teams to improve support processes, team capabilities, and merchant experience

Requirements:

• Minimum 2 years of experience in B2B payments, with a solid understanding of payment processing, transaction lifecycles, and merchant operations

• Experience leading, mentoring, or coaching technical support professionals

• Strong operational management skills, including queue management, shift performance, response quality, and escalations

• Excellent communication, emotional intelligence, and people development skills

• Ability to provide constructive feedback, motivate individuals, and build strong professional relationships

• Strong analytical thinking, problem-solving skills, and a proactive approach to continuous improvement

• Understanding of people development frameworks, including the 9-Box Talent Grid

• Practical knowledge of APIs, payment systems, and basic SQL/database queries

• Genuine curiosity, willingness to learn, and commitment to personal and team development

• Native-level Russian and English at B1 level or higher

What We Offer:

• Opportunity to lead and develop a technical support team in a fast-growing fintech environment

• Direct involvement in improving support operations, team performance, and customer experience

• Competitive salary package and performance bonuses

• Professional development and career growth opportunities

• Work equipment tailored to your needs: Mac, Windows, or Linux

• Cozy Limassol office with coffee, snacks, drinks, PS5, and rooftop view

• Private medical insurance after probation and additional benefits, including sport coverage

• Partial lunch coverage

• Full work-permit support