Team Lead Technical Support (Fintech)

TL;DR

Team Lead Technical Support (Fintech): Defining and communicating the team's vision, mission, and strategic direction for a large-scale support operation with an accent on strategic oversight, resource planning, and performance optimization. Focus on managing internal and outsourced teams, ensuring alignment with company objectives, and maintaining high customer experience standards across Europe.

Location: Remote within Europe, with a maximum time difference of two hours from the CET time zone. Must be based in a European country.

Company

hirify.global is one of the fastest growing Fintechs in France, aiming to become the most beloved financial Operating System for French SMEs and Accounting Firms, expanding across Europe.

What you will do

• Define and communicate the team's vision, mission, and strategic direction for support operations.
• Supervise individual contributors and Assistant Team Leads through strategic guidance and resource allocation.
• Manage and coordinate an outsourced support team through a third-party partner.
• Organize resource management, including forecasting and hiring plans for both internal and external teams.
• Ensure high-level internal and external communication regarding vision, milestones, and risks.
• Continuously assess risks and opportunities, handle complex escalations, and guarantee customer experience standards.

Requirements

• Minimum 5 years of management experience, including at least 3 years as a manager of managers.
• Experience managing outsourced teams and vendor relationships.
• Fluent in English (mandatory).
• Significant experience in customer relations and large portfolio management.
• Necessary technical competencies in Support Operations.
• Proven ability to coordinate large-scale operations (65+ team members across internal and external resources).
• Must be based in Europe, within a maximum time difference of two hours from the CET time zone.

Culture & Benefits

• 25 paid vacation days.
• Competitive compensation package and company shares.
• Budget to turn your home into a more comfortable workspace, plus a monthly allowance for coworking space.
• Access to Gymlib for 8000 fitness spaces and over 300 wellness activities in Europe.
• Access to Busuu to perfect your English or French.
• Latest Apple equipment.
• Regular company events (e.g., Tech Days, annual seminar) fostering cohesion.
• For France-based employees: French contract, 6-12 RTT, 5 weeks PTOs, lunch credits (Swile), Alan Blue healthcare cover, and regular events in cities like Lyon, Bordeaux, Nantes.