🚀 Technical Support Manager

📍 Madrid / Hybrid | FERO

About FERO

We’re not here to build just another SaaS.

At FERO, we help eCommerce brands fix one of the most critical (and broken) parts of their business: checkout.

More conversions. Less friction. Real impact.

We’re growing fast, moving faster, and building a team that takes ownership, moves with urgency, and actually cares about what we’re shipping.

Now we’re looking for someone to own one of the most important parts of the company:

👉 Support.

🧠 The Role (or: why you matter)

You’re not “just support”.

You’re the frontline of the product .

The translator between chaos and clarity .

The person who turns “something is broken” into “here’s exactly what we fix next.”

Every ticket, bug, complaint, and “WTF is happening?” moment flows through you.

You’ll:

• Keep customers informed and confident
• Keep engineers focused on what matters
• Keep product aligned with reality

⚡ What you’ll actually do

• Own the full support lifecycle — from “help 😅” to “fixed 🚀”
• Turn messy issues into clear, actionable tickets
• Spot patterns before anyone else does
• Be the voice of the customer inside product discussions
• Build our support system from the ground up (processes, workflows, knowledge base)
• Manage incidents like a pro — calm, clear, in control

🔍 What we’re looking for

• Experience in SaaS support (you’ve been in the trenches before)
• Fluent English — written and spoken
• You can read: API logs / JSON responses / error messages (You don’t need to code, but you get it)
• You’re organised without being rigid
• You can juggle multiple priorities without dropping things
• Experience with tools like Jira, Linear, Intercom, Zendesk

Bonus points if:

• You’ve worked in eCommerce / payments / checkout
• You’ve helped build support processes from scratch

💥 Who you are

• You communicate like a human (not like a robot)
• Customers trust you instantly
• You’re proactive — you fix things before being asked
• Pressure doesn’t stress you — it sharpens you
• You like building things from zero

🎯 Why join FERO?

• Real ownership — you’ll shape how support works here
• Direct impact on product decisions
• Fast-moving team, no corporate nonsense
• Work on problems that actually affect revenue
• Build something from early stage → scale

🚀 Ready?

If you’re the kind of person who:

• sees chaos and thinks “I can fix this”

• enjoys being at the intersection of product, tech, and customers

• wants to build, not just maintain

• 👉 We want to talk.