technical support team lead in fintech

paytech is a dynamic fintech company dedicated to pushing the boundaries of innovation in the payments industry. We’re currently seeking an experienced and people-focused Technical Support Team Lead to join our growing team in Limassol, Cyprus. In this role, you will lead the daily operations of our Technical Support team, ensuring efficient workflows, high-quality customer support, and effective resolution of complex technical issues. You’ll play a key role in developing team members through regular coaching, constructive feedback, and hands-on guidance

• Lead daily support operations, managing shift performance, workload distribution, case prioritization, and response quality across the team.
• Monitor support queues, shift handovers, and unresolved cases to ensure timely and accurate resolutions.
• Work closely with team members to troubleshoot challenging cases, identify knowledge gaps, and improve technical support efficiency.
• Conduct regular 1:1 meetings, provide constructive feedback, and coach team members to support their professional development and performance.
• Adapt your leadership approach to individual needs, fostering accountability, motivation, and a positive team environment.
• Manage complex customer escalations, coordinate technical investigations, and collaborate with relevant teams to ensure effective resolutions.
• Continuously develop your knowledge of payment systems, technical integrations, and company products to provide hands-on support and guidance.
• Collaborate with Knowledge, Training, and Digital teams to improve support processes, strengthen team capabilities, and enhance the overall merchant experience.

• 2+ years of experience in B2B payments, with a strong understanding of payment processing, transaction lifecycles, and merchant operations.
• Previous experience leading, mentoring, or coaching technical support teams.
• Strong operational management skills, including support queue management, shift coordination, performance monitoring, and customer escalations.
• Excellent interpersonal and communication skills, with the ability to motivate, support, and develop team members through regular feedback and coaching.
• Strong problem-solving skills, intellectual curiosity, and a proactive approach to continuous improvement.
• Practical knowledge of APIs, payment systems, and basic SQL/database queries.
• Native-level Russian and English at B1 level or higher, both spoken and written.
• A people-oriented leader who values accountability, teamwork, continuous learning, and delivering high-quality technical support.

• Our hybrid model gives you more flexibility to get work done where you do it best – whether it’s from home or from our flexible office spaces worldwide.
• Challenge yourself and learn new technical or soft skills with a training budget for your growth and personal development.
• Join our employee-led activities. Connect with people with similar interests and contribute to shaping our dynamic culture.
• Feel your best with initiatives that promote physical and mental well-being, like mindfulness sessions.
• Meet and mingle with your colleagues at our celebrations, social gatherings, and team-building activities, held year-round.