Technical Support Team Lead
Leanpay is an 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 Technical Support, Product and Development teams are based in Serbia and drive the end-to-end development of our platform across all markets.
We're currently seeking a motivated colleague to oversee our Technical Support Team, ensuring efficient resolution of customer issues, maintaining high service standards, and fostering a collaborative and supportive team environment. As the Technical Support Team Lead, you will play a key role in driving the success of our technical support operations while delivering superior customer satisfaction.
What you'll do:
- Leading and developing the Technical Support team: performance tracking, mentoring, employee development, onboarding new members etc.;
- Building a positive, trust-based environment that fosters open communication, accountability, and high performance;
- Monitoring and analyzing the workflow of the Technical Support team, ensuring efficiency and productivity;
- Tracking team and employee KPIs, and implementing process improvements;
- Planning and monitoring team performance, setting priorities, and allocating resources;
- Overseeing ticketing processes (Jira Service Management) with a focus on preventing recurring issues;
- Collaborating closely with Product, Development and Operation teams in Slovenia, Romania and Hungary;
- Recommending and implementing process improvements and organizational changes to enhance team efficiency and effectiveness.
What we’re looking for:
- 5+ years of experience in Technical Support or related IT roles;
- 2+ years of experience in leading or supervising a technical team;
- Strong people development skills, including experience in coaching, mentoring, and empowering team members to take ownership and excel;
- Demonstrated capability to foster a positive, high-performance culture, encouraging trust, collaboration, and accountability;
- Proven ability to lead technical teams strategically, with a track record of aligning team performance to business goals and managing change effectively;
- Strong technical troubleshooting skills;
- Excellent communication skills with both technical and non-technical audiences;
- Customer-centric mindset and commitment to service quality;
- Liaising effectively with engineering, product, and QA teams.
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.