Technical Support Operations Manager (m/f/d)
Technical Support Operations Manager (m/f/d)
Posted on :
28-08-2025
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1 Vacancy
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Job Description
Are you ready to change the market
Since our founding in 2016 PAIR Finance has revolutionized digital debt collection through our data-driven empathetic approach. Our AI-powered platform analyzes individual payment situations to create automated yet personalized communication resulting in higher repayment rates while maintaining trust between debtors and clients. With operations across ten European countries we continue our trajectory of steady growth.
Were 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. Youll lead technical troubleshooting manage ticket and call tool operations and provide product and project support - partnering closely with Customer Support Engineering and Product teams.
Were 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. Youll lead technical troubleshooting manage ticket and call tool operations and provide product and project support - partnering closely with Customer Support Engineering and Product teams.
What you can do with us:
Customer Support Tools Ownership:
- 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
- validate fixes and define and monitor new alerts
What you should bring for it:
must-haves:
- 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
Our offer for you:
- Thriving financially stable company
- Strong experienced international team to support and mentor you along the way smooth onboarding process
- International team of 30 nationalities with professionals and experts
- Flat hierarchy transparent and appreciative feedback culture monthly all hands meetings annual feedback and evaluation cycle regular 1-on-1s with your lead
- Well-structured onboarding process as well as supportive and welcoming colleagues
- Personal learning & development budget as well as German and English language courses
- Good salary for your strong performance
- Unlimited employment contract flexible working hours and 28 vacation days for your work-life balance
- Company pension plan partly covered Deutschlandticket (public transport) and access to Corporate Benefits voucher platform to ensure your full well-being
- Fun company summer and Christmas parties as well as regular team events
- This role is based in Berlin and we have a hybrid working policy. Modern office near Uhlandstrae is complete with fresh fruit muesli and drinks for a comfortable and enjoyable workplace
Who is your contact person
Your contact person for this position is Jasmin you have any questions feel free to reach out via email () - we are looking forward to hearing from you!
For more information about PAIR Finance and career opportunities please visit ourwebsite and ourcareers page.
For more information about PAIR Finance and career opportunities please visit ourwebsite and ourcareers page.
About us
We are rethinking debt collection with our digital debt collection solution characterized by our high customer orientation and efficiency standards. By using artificial intelligence we are combining technology with behavioral science and so we are able to contact customers individually and in a simple way throughout the entire collection process.
Strengthened by one of the most renowned private equity firms in the fintech sector Pollen Street as well as partnerships with other investors such as Zalando Payments and finleap PAIR Finance offers an excellent opportunity to dive deep into and actively shape the fintech industry.
PAIR Finance is an equal-opportunity employer. We value a diverse team and an inclusive culture. We welcome applications from all qualified individuals regardless of ethnicity color religion gender sexual orientation gender identity or expression age national origin marital status or disability.
For more information about PAIR Finance visit and and you want to find out more about PAIR Finance and the position We are happy to answer your questions and also to receive your application!
Strengthened by one of the most renowned private equity firms in the fintech sector Pollen Street as well as partnerships with other investors such as Zalando Payments and finleap PAIR Finance offers an excellent opportunity to dive deep into and actively shape the fintech industry.
PAIR Finance is an equal-opportunity employer. We value a diverse team and an inclusive culture. We welcome applications from all qualified individuals regardless of ethnicity color religion gender sexual orientation gender identity or expression age national origin marital status or disability.
For more information about PAIR Finance visit and and you want to find out more about PAIR Finance and the position We are happy to answer your questions and also to receive your application!
Required Experience:
Manager
Employment Type
Full-Time
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