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.
We’re 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. You’ll lead technical troubleshooting, manage ticket and call tool operations, and provide product and project support - partnering closely with Customer Support, Engineering, and Product teams.

WHO IS YOUR CONTACT PERSON?

Your contact person for this position is Jasmin Baldrich. If you have any questions, feel free to reach out via email (jobs@pairfinance.com) - we are looking forward to hearing from you!
For more information about PAIR Finance and career opportunities, please visit our website and our careers 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 www.pairfinance.com/ and www.pairfinance.com/karriere/ and www.trustpilot.com/review/www.pairfinance.com
Do 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

Help Center & Knowledge Management:

• 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 toolin

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.

Help Center & Knowledge Management:

• 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

Technical Troubleshooting:

• Triage and resolve complex issues across ticketing, telephony, chatbot, and third-party integrations
• conduct root-cause analysis and facilitate postmortem reviews