Technical Support Operations Manager | PAIR Finance · Teeming.ai
PAIR Finance
PAIR Finance is a leading fintech company specializing in AI-based debt collection in Europe. The company is revolutionizing the debt collection industry by providing sustainable, digital, and…
PAIR Finance is a leading fintech company specializing in AI-based debt collection in Europe. The company is revolutionizing the debt collection industry by providing sustainable, digital, and…
Series A reported with strategic investors including Zalando, FinLeap, IONIQ and EY Ventures.
Majority stake transaction- 2022-10-11
Pollen Street acquired a majority stake.
Investor Signal
“Includes strategic and institutional backers such as Zalando, FinLeap, IONIQ, EY Ventures, and Pollen Street”
Founders
What we do
Join the Team
Technical Support Operations Manager
On-SiteBerlin, DE
On-Site • Berlin, DE
Who you are
3+ years of experience in technical support, systems operations, or tooling administration within a customer service environment
Hands-on experience with CRM/support platforms (preferably Zendesk and AWS Connect) and basic scripting or low-code automation tools
Strong communication and documentation skills with proven ability to manage cross-departmental projects
SQL skills to investigate different processes independently
Proficiency with monitoring systems and dashboards; comfortable analyzing logs and interpreting metrics
Fluent English (written and spoken); German language skills are a plus
Ability to carry out data analysis in Python
Experience with Jira/Confluence, Postman, observability tools (Datadog, Grafana), or business process modeling (BPMN)
Knowledge of IVR, voicebot, and chatbot design and configuration
Troubleshooting capabilities across web applications, APIs, authentication systems, and integrations
Exposure to cloud environments (AWS preferred) and identity/access management systems
What the job involves
Benefits
Company pension and other benefits to add up to an excellent all-round package
Flexible working hours and 28 days leave a year for a healthy work-life balance
Good pay for strong performance
An international team of professional colleagues and strong experts making up an inspirational network
Team events for a successful team
Individual development opportunities and a transparent, nurturing feedback culture for your own personal career path
Challenging, varied tasks along a steep learning curve
Modern office with fresh fruit, muesli and drinks to create a pleasant working environment
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We're looking for a Technical Support Operations Manager (m/f/d) to drive customer service excellence through strategic improvements.
This is a hands-on, operational role where you ensure our customer support platforms and infrastructure are reliable, scalable, and efficient.
You'll lead technical troubleshooting, manage ticket and call tool operations, and provide product and project support - partnering closely with Customer Support, Engineering, and Product teams
Administer and optimize support platforms (Zendesk & AWS Connect as our customer support ticket systems)
Maintain and build IVR/call routing and chatbot configurations
Monitor performance and implement dashboards/alerts
Execute feature rollouts together with our Solutions Engineer
Solve internal help-center requests around our customer support software and infrastructure
Maintain internal help center content, create and update macros and user guides
Drive self-service improvements to reduce repeat help-center contacts in relation to customer support tooling
Triage and resolve complex issues across ticketing, telephony, chatbot, and third-party integrations
Conduct root-cause analysis and facilitate postmortem reviews
Reproduce, document, and escalate company-wide product and integration issues
Provide detailed logs, traces, and reproduction steps to Engineering
