Technical Support Team Lead

Leanpay is a 9-year-old Fintech company on a mission to enable consumers to pay in installments — anywhere, anytime, with just a few clicks. With operations in Slovenia, Romania and Hungary, we’re leading the way in digital Point-of-Sale Finance (dPOSF) and Buy Now, Pay Later (BNPL) across Central and Southeastern Europe.A great milestone was achieved last year when Leanpay secured €10M in Series B Funding. It will enable us to solidify our market leadership in Slovenia, scale our operations in Romania and Hungary, continue to roll out innovative services, and attract top talent to our growing team to become the digital consumer lending champion in the Central & Eastern European region.Our Product and Development teams are based in Serbia and drive the end-to-end development of our platform across all markets. We're now strengthening our foundations in reporting and compliance to support further scale. As we grow across markets and complexity, this role ensures we stay fast, compliant, and resilient.We’re looking for a strategic and people-focused Technical Support Team Lead who combines strong technical skills with a passion for leadership and process improvement, operational and strategic view. In this position, you’ll ensure that technical issues coming from our L1 Customer Support teams are properly analyzed, understood, prioritized, and resolved or escalated in collaboration with Product and Engineering teams.You’ll lead a small team of Support Engineers — helping them grow, track their results, and continuously raise the bar in efficiency, collaboration, and service quality.In practice, that means you’ll be:deeply familiar with Leanpay’s platform and processes;in constant communication with our local (market) Heads of Operations - from Slovenia, Romania, and Hungary;analyzing recurring technical problems, their impact on business and user experience;turning those insights into clear priorities and process improvements.This is a great opportunity for someone who enjoys being hands-on with technology while also building structure, mentoring people, and driving measurable improvements.Responsibilities:Work directly on complex issues – take ownership of critical incidents, dive deep into technical analysis, and ensure high-quality resolution;Oversee ticket management (Jira Service Management) – monitor workflow, identify patterns and recurring issues, and proactively implement fixes or process changes;Own and continuously improve the incident management and escalation processes, ensuring timely resolution and clear communication to all stakeholders;Serve as the ultimate technical escalation point for high-priority incidents, coordinating the technical response, providing expert guidance to your team, and ensuring stakeholder communication is timely and accurate;Bridge markets and development – understand requests and escalations from our internal Customer Support teams in Slovenia, Romania, and Hungary, evaluate their impact on operations and user experience, and coordinate with Product and Engineering on prioritization;Lead and develop the Technical Support team – provide day-to-day guidance, define clear expectations, monitor performance, and support professional growth and development;Recruit, onboard, and train new team members as the team grows;Implement and track KPIs – define clear success metrics for the team, monitor performance, and use data to improve service quality and speed;Collaborate cross-functionally – work closely with our Chief Product Officer, Director of Engineering, Product Managers, and Operations to align technical priorities with business goals;Act as the voice of the L2 support team in cross-functional meetings with Product, Engineering, and Operations;Provide data-driven feedback to Product and Engineering teams on recurring issues, platform stability, and customer pain points to influence the product roadmap;Drive process improvement – analyze where we can work smarter, automate, or reduce friction, and lead initiatives to make it happen.Requirements:5+ years of experience in Technical Support, IT Operations, or a similar technical function;2+ years of experience leading or supervising a technical team;A solid technical background with an understanding of SaaS platforms, APIs, and databases (SQL);Great understanding of incident management, root-cause analysis, and working with ticketing systems (preferably Jira Service Management);Hands-on troubleshooting skills – know how to approach complex issues methodically and guide others through the process;Strong experience in defining, measuring, and managing support metrics (KPIs, SLAs);Demonstrated ability to design and implement new support processes and drive continuous improvement initiatives;Strong communication skills – able to translate between technical and business language clearly and confidently.Experience working with or supporting software products and cloud-based platforms.A proactive mindset – you spot patterns and act before problems escalate.A leader and motivator – you build trust and accountability within your team.Fluency in English;.Why Leanpay?Leanpay cultivates a flexible work environment as well as a dynamic and agile operating model that will give anyone a high level of responsibility and exposure to the company’s core business. Any successful candidate will have the chance to work with a talented and bold team, which will contribute to their personal and professional growth.We also offer:Work on cutting-edge FinTech solutions;A competitive salary based on your experience and performance;Private health insurance for you and your family;25 days of vacation;Hybrid work dynamic;Very professional, friendly and open-minded team;Flexibility in organizing your schedule;Opportunity for professional advancement.We are looking forward to hearing from you! Shortlisted candidates will be contacted.