ABOUT THE COMPANY

We are an international technical solution provider for the e-commerce and financial industries. Headquartered in Nicosia, Cyprus, our representatives are based in Riga, Latvia. Operating since the beginning of 2020, we are a young company that is fully operational and self-sustaining.

ABOUT THE ROLE

We’re looking for a Senior Technical Support Manager to lead our support function and drive excellence in resolving complex technical issues for high-value clients. This role requires strong fintech expertise, leadership skills, and hands-on experience with white-label platforms, payment processing, and API integrations.

Key Responsibilities

• Complex Issue Resolution

       Own and resolve the most challenging technical escalations involving payment processing, API integrations, and white-label configurations.

• Strategic Support Operations

       Design and implement advanced support workflows, automation processes, and strategies for optimizing team performance.

• Cross-Department Collaboration

       Partner with Product, Engineering, and Sales teams to develop technical solutions and drive product improvements.

• Documentation & Process Development

      Create detailed technical documentation, troubleshooting guides, and internal training materials for complex support scenarios.

• Customer Success Management

       Manage relationships with enterprise clients and strategic partners to ensure seamless onboarding and      ongoing support.

• Platform Expertise

      Serve as the internal go-to expert on payment technologies, REST APIs, webhooks, and overall fintech infrastructure.

• Team Performance & Leadership

       Monitor support team KPIs, mentor junior staff, conduct performance reviews, and lead continuous improvement initiatives.

• Incident Management

      Lead critical incident response, root cause analysis, and post-mortem reviews to ensure long-term stability and learning.

Required Qualifications

• 3+ years of experience in senior technical support or customer success roles within the fintech or payments industry.
• Proven experience with wespell.com white-label platform: configuration, integration, troubleshooting, and client onboarding.
• Advanced knowledge of REST API architecture, webhook implementations, and payment processing flows.
• Strong leadership and team management experience.
• Fluent in Russian and English (written and spoken).
• Excellent problem-solving and analytical skills in multi-system environments.
• Experience managing enterprise-level client relationships.
• Ability to work under pressure and juggle multiple high-priority issues effectively.

Preferred Qualifications

• Experience with other white-label fintech platforms such as Stripe Connect, Adyen MarketPay, etc.
• Knowledge of KYC/AML, financial compliance, and regulatory frameworks.
• Experience with CRM systems, ticketing platforms, and customer success tools.
• Understanding of merchant onboarding and payment industry standards.
• Prior experience in team leadership or management roles.

What We Offer

• Competitive salary: €2000–€3000 gross/month.
• Health insurance after the probation period.
• Gym membership support after the probation period.
• Hybrid work schedule (after the probation period) with in-office presence in Riga.
• Friendly and supportive team environment.
• Comfortable and welcoming office atmosphere.
• Opportunities to learn and grow within the company.