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), live 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, HubSpot as well as Python-based reporting / automation tools
• 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, HubSpot and Python-based reporting / automation tools
• 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.