Second Line Team Lead/Manager (Fintech)

TL;DR

Second Line Team Lead/Manager (Fintech): Lead and optimize a team of technical support agents, focusing on resolving complex escalations, investigating systemic issues, and bridging communication between customers, product, and engineering. Focus on improving operational efficiency, driving resolutions, and contributing to long-term product stability in a B2B fintech environment.

Location: Hybrid (Stockholm, Sweden)

Company

hirify.global is a global leader in Open Banking Payments, aiming to build the world’s most disruptive payment network and redefine the payment experience.

What you will do

• Lead and support a team of Senior and Technical Support Agents.
• Handle complex technical cases and ticket escalations.
• Investigate recurring or systemic issues and drive them to resolution.
• Act as a key stakeholder during technical incidents, supporting coordination and communication.
• Collaborate closely with Product Managers and Engineering teams to provide insights and ensure efficient issue handling.
• Contribute to documentation, processes, and ways of working that improve long-term product stability.

Requirements

• Experience working in technical support, ideally in a B2B or fintech environment.
• Comfortable collaborating with 1st line Support and technical teams to troubleshoot API integrations, SFTP processes, and SQL databases.
• Strong problem-solving skills and ownership from investigation through resolution.
• Ability to communicate clearly and translate technical issues into actionable input for Product and Engineering teams.
• Comfortable working in a fast-paced, changing environment with multiple stakeholders.
• Based in Stockholm, Sweden, for hybrid work.
• CV in English required.

Culture & Benefits

• 20 to 30 days of holiday to support a healthy work-life balance.
• Monthly team outing allowance to enjoy social events with colleagues.
• Parental leave top-up for additional support for new parents.
• Daily breakfast and on-site perks to make your workday smoother.
• Well-being support covering gym memberships, massages, and more.

Hiring process

• AI tools may be used to support parts of the hiring process (application review, resume analysis, or assessing responses).
• Final hiring decisions are ultimately made by humans.