Team Lead - Technical Support

Description

The company provides payments, data, and financial products in one platform for large merchants such as Meta, Uber, H&M, and Microsoft.

You will lead the Technical Support team, which is the first point of contact for merchants worldwide. The team helps merchants with complex technical and operational questions.

You will work with Operations, Engineering, Product, Account Management, and Sales to deliver high-touch support.

The team is merchant-focused and international, with members from varied backgrounds and skill sets. The company runs 24/7 and hands work across time zones in a follow-the-sun model. Payments knowledge and technical skill are central to how the team serves merchants and internal teams.

Responsibilities

• Lead a customer-facing team that serves as a main source of knowledge on the platform, its APIs, the underlying technology stack, and standard integration methods and best practices.
• Schedule and attend monthly meetings with the international leadership team to standardize best practices and keep teams aligned as the company grows.
• Coach and mentor Support team members so they can resolve merchants' technical problems and advance their careers.
• Help set and communicate objectives and key results for the Support team.
• Hold the team accountable, track its progress and results, and report them to Senior Leadership.

Requirements

• You are a people leader who develops individuals and the team, drives change with focus, and has 2-6 years of experience directly managing technical support teams.
• You are inventive, comfortable with ambiguity, strong at solving problems, and good at building processes and procedures.
• You can act as the escalation point for a wide range of technical support requests and issues.
• You make quick, sound decisions and set priorities for internal and external stakeholders.
• You communicate clearly and empathetically with others.
• Payments or fintech experience is not required. You must show enthusiasm for the space and have a technical background or strong technical affinity.
• You must be willing to travel occasionally, domestically and internationally, where required.
• Total rewards and compensation: the annual base salary range is $125,000-175,000. Pay depends on qualifications, experience, and location. Total compensation includes equity (RSUs), 401(k), health, dental, and vision coverage, and more.

Conditions

The role is based in the Chicago office. The company is office-first and expects you to be in the office at least 3 days a week on average, balancing in-person collaboration with flexibility.

Benefits

• Total compensation includes equity (RSUs), 401(k), health, dental, vision, and more.