Head of Support

5 days ago

Tallinn, Harjumaa, Estonia Swedbank Full time €3,300 - €4,900
Are you passionate about payment systems, APIs and leading technical teams?

The Head of Support & Integration is responsible for managing all customer support, integration and technical onboarding activities and processes within the Paywerk organisation.

Position ensures that clients and partners receive timely, compliant, and high-quality support during implementation and throughout the lifecycle of their engagement with different services provided by Paywerk.

Role requires a strong technical understanding of payment systems, APIs, and financial integrations, combined with leadership skills and experience in regulated payment environments.

In Paywerk you have the opportunity to:
  • Build up, lead and oversee technical and onboarding support function in Paywerk;
  • Define, own and maintain internal frameworks and processes related to support and onboarding functions;
  • Build up support and onboarding team to provide local language support in countries where Paywerk operates;
  • Define internal KPIs and quality standards for support function in Paywerk;
  • Lead SLA monitoring according co-operation agreements with partners, represent Paywerk in SLA meetings;
  • Collaborate with other teams In Paywerk to ensure smooth technical onboarding and excellent support;
  • Own, maintain and improve developer documentation, reference materials and integration guides;
  • Ensure that Paywerk incident management process is efficient, complaint and integrated with partners incident management processes.
What is needed in this role:
  • Minimum years of experience in a similar role within a payment institution, fintech, or regulated financial services company;
  • Proven experience leading technical or customer-facing teams;
  • Strong understanding of payment processing, APIs, and system integration;
  • Proficient in support tools and ticketing systems;
  • Excellent project management and stakeholder communication skills;
  • "Customer first" mindset;
  • Ability to see holistic view behind thousands of details;
  • Strategic mindset with strong operational execution;
  • Excellent leadership, interpersonal, and organizational skills.
With us, you can experience:
  • Personal and professional growth through self-leadership and continuous development;
  • Meaningful work that positively impacts our workplace, our customers, and society;
  • An open and collaborative culture that encourages cross-functional teamwork and provides networking opportunities;
  • A supportive and inclusive environment that promotes a balanced and sustainable work-life, with flexible working conditions when suitable for the role;
  • Benefits such as our share based reward program Eken, company pension plan, employee offer for banking products, health insurance.
" Join our team and...

build Paywerk support function from the ground up - your ideas, your impact, real ownership. Help us turn "I need help" into "Wow, that was fast and simple". Ivar Truss, your future leader

We look forward to your application at the latest.

We have made our choice regarding recruitment media and therefore kindly decline contact with ad sellers or sellers of other recruitment services.

If you are to be employed in Estonia, please note that the salary offered for this position ranges from 3,300–4,900 € gross i.e. before taxes. Read more here

Swedbank does not discriminate anybody based on gender, age, sexual orientation or sexual identity, ethnicity, religion or disability – everybody is welcome.

#LI-Hybrid #LI-MR1

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