The Department:

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.

The role:

As part of the Operations Department, you are responsible of integrating our merchant before their go live in collaboration with Sales and accounts managers. Your technical skills in payment is a must have to ensure the date and forecast committed with a merchant and guarantee and good NES/CES scoring of your portfolio.

Essential Duties & 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.

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.

Performance Monitoring and Reporting:

• Track and analyze key performance metrics for merchant accounts to ensure targets are met on demand.

• Prepare and present regular reports on technical performance, system reliability, and account status to internal stakeholders and merchants.

• Identify and address any technical risks or issues that could impact account performance.

Collaboration and Communication:

• Work closely with sales, product development, and customer service teams to ensure a seamless on-boarding process and ongoing support.

• Communicate effectively with internal and external stakeholders to align on goals and expectations.

• Keep AM and Merchant informed of new product features, updates, and best practices on demand.

Training and Education:

• Provide training to merchants on how to effectively use payment solutions and related technologies.

• Develop and maintain technical documentation, guides, and training materials to support merchant on-boarding and usage.

• Stay updated on industry trends, emerging technologies, and best practices to provide relevant information to merchants.

Process Improvement:

• Identify opportunities to improve the technical on-boarding and support processes.

• Gather feedback from merchants and internal teams to enhance the integration and support experience.

• Implement best practices and process improvements to increase efficiency and effectiveness.

Qualifications & Requirements:

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, preferably 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.

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.

• 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 software like Efficy, Planhat and Zendesk and other relevant tools.

Technical Proficiency:

• Understanding of payment processing technologies and systems.

• Ability to collaborate with technical teams to address client needs and resolve issues.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.

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)

Team Manager Interview (1 hour)

COO Interview (1 hour)