On behalf of our client, a scaling payments and fintech business, we’re looking for a strong Technical Support Operations Manager to help shape a stronger, more proactive support operations function.
You will lead and strengthen a growing technical support and operations function in a hands-on leadership role 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 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.