Fintech Technical Support Manager

On behalf of our client, a scaling payments and fintech business, we’re looking for a strong Technical Support Manager to help shape a stronger, more proactive support operations function.

You will lead and 'hands-on' strengthen a growing technical support and operations function in leadership and 'technical coaching' role, in payments, running SQL and Python queries as need, focused on improving incident management, Root Cause Analysis (RCA), 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 and HubSpot 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, SQL, Python and HubSpot 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.