We are looking for a 2nd Line Support Manager to join our payment company. This role focuses solely on B2B merchant support, with no end-user interaction. The position sits at the intersection of operations, risk, antifrod and technical teams.
Key Responsibilities * Merchant Support (Email/Chat): assist with transactions, payment statuses, access credentials, and basic setup * Problem Diagnostics: troubleshoot declines, processing issues, payment errors, and integration problems * Escalation & Collaboration: liaise with development, processing, antifraud, and risk teams * Ticket Management: track tickets, document resolutions, and monitor SLA compliance * Feature & Integration Testing: participate in testing new features and system integrations * Merchant Onboarding Support: assist with setup and readiness checks
Requirements * Proven experience in payments, payment processing, fintech, or high-risk * Strong understanding of transaction lifecycle, decline reasons, and basic payment system operations * Experience in L1/L2 support or technical roles * Analytical mindset, ability to read logs and troubleshoot issues * Comfortable managing multiple tasks simultaneously * Detail-oriented and systematic * English proficiency B1+ (for merchant communication)
Preferred (Nice to Have) * Experience with PSPs * Understanding of APIs and integration workflows
Soft Skills * Clear and structured communication * Calm under pressure and during incidents * Responsible and accountable * Proactive mindset
We Offer * A key finance role in a fast-growing international fintech company. * Freedom to test ideas and build marketing processes from scratch. * Remote work format. * Direct impact on brand growth and customer experiance. * Dynamic startup environment with fast decision-making. * We offer paid vacation in line with Latvia or Cyrpus labor regulations.
