The team

Our Customer Support department, spanning Spain and France, is rapidly growing to provide the best service in payments. With a dedicated team across both countries, we are committed to delivering exceptional support and ensuring seamless payment experiences for our clients.

This position is based on a Hybrid Model from Lyon, Paris or Barcelona.

Job Purpose

As part of the Operations Department, you are responsible for integrating our merchants before their go-live date, in collaboration with Sales and Account Managers. Your technical expertise in payments is essential to meet agreed timelines and ensure a high-quality onboarding experience. Beyond this, we are looking for someone who can also bring structure, help identify operational needs, and provide support and guidance to strengthen the department as we scale.

This position is ideal for someone who thrives in a hands-on technical role but is also eager to take a proactive lead role in improving how we work as a team but also bring your experience to administrate and integrate support tools.

You’ll play a key role in helping shape processes, enhance team collaboration, and support the long-term success of our customer relationships.

Key Responsibilities

Technical On-boarding:

• Manage the technical aspects of on-boarding new merchants, ensuring smooth integration of payment solutions.

• Work closely with merchants to gather technical requirements and configure payment systems to meet their needs.

• Ensure all technical information and documentation are accurately recorded and maintained.

• In charge of administrating our Zendesk tool and Forms to simplify on-boarding processes.

Client Relationship Management:

• Build and maintain strong, long-term relationships with merchants.

• Serve as the primary technical point of contact for merchants, addressing their needs and resolving issues during the on-boarding phase.

• Conduct regular client meetings to review technical performance and address any concerns requested by the merchants or by the Account Manager.

Technical Support and Issue Resolution:

• Provide ongoing technical support to merchants as Support L2. Diagnosing and resolving payment-related issues when Front Line Support cannot handle.

• Escalate complex technical issues to internal teams as necessary to ensure minimal disruption to the client.

• Monitor and ensure the reliability and performance of integrated payment solutions and the ramp-up phase with the Account Manager.

• This role includes participation in the on-call support rotation, ensuring customer issues are addressed promptly outside regular business hours

Performance Monitoring and Reporting:

• Track onboarding KPIs and support performance reporting both internally and externally.

• Detect risks and suggest mitigation actions to ensure onboarding success and portfolio stability.

• Actively monitor and report on customer satisfaction, onboarding timelines, and system reliability, suggesting improvements where necessary.

Training and Education:

• Train merchants on how to use our systems and tools effectively.

• Develop and maintain technical documentation and training materials. · Stay up to date with industry standards and technologies.

• Contribute to internal knowledge sharing within the team through documentation and onboarding support.

• Act as a go-to person for other team members on integration-related topics

Process Improvement:

• Contribute to the improvement of onboarding and support processes by identifying bottlenecks and proposing solutions.

• Support the development of structure within the team by helping define workflows, improve documentation, and share best practices.

• Play a key role in fostering collaboration and consistency, acting as a referent in the team while we scale.

• Participate in team rituals (retrospectives, reviews, workshops, KPIs, SLAs) to strengthen a continuous improvement mindset.

Education:

• Bachelor’s degree in computer science, Information Technology, Business

  Administration, or a related field.

Experience:

• Proven experience in a technical account management, integration, or support role within the payment industry.

• Demonstrated ability to manage key accounts and provide exceptional technical support.

• Experience with payment gateways, POS systems, Payment Service Directive v2 (PSD2) and other payment technologies is a must have.

• Experience working cross-functionally and supporting team or process development is a plus. Industry Knowledge:

• In-depth understanding of the payment industry, including e-commerce, payment processing, and financial technology (settlement. Invoicing).

• Familiarity with industry regulations, compliance requirements, and best practices.

Skills:

• Strong technical skills, with the ability to understand and work with payment technologies and APIs.

• Read and understand the PHP and javascript is a must · Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.

• Problem-solving abilities to diagnose and resolve technical issues effectively.

• Strong analytical skills to monitor performance metrics and make data-driven decisions.

• Proficiency in CRM (Efficy, Zendesk, Redmine, Status page, Jira). Having the capacity to administrate Support tools such as Zendesk is a real added value.

Personal Attributes:

• Strong customer focus and commitment to delivering exceptional service.

• High level of integrity and professionalism.

• Ability to work under pressure and manage multiple priorities.

• Adaptability and willingness to stay updated with industry changes and advancements. Languages

• French and English fluent

HR Interview (30 min)

Head of Operations Interview (1 hour)

COO Interview (1 hour)