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.
What you can do with us:
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
Product & Incident Management:
* Reproduce, document, and escalate company-wide product and integration issues
* provide detailed logs, traces, and reproduction steps to Engineering
* validate fixes and define and monitor new alerts
What you should bring for it:
must-haves:
* 3+ years of experience in technical support, systems operations, or tooling administration within a customer service environment
* Hands-on experience with CRM/support platforms (preferably Zendesk and AWS Connect) and basic scripting or low-code automation tools
* Strong communication and documentation skills with proven ability to manage cross-departmental projects
* SQL skills to investigate different processes independently
* Proficiency with monitoring systems and dashboards; comfortable analyzing logs and interpreting metrics
* Fluent English (written and spoken); German language skills are a plus.
nice-to-haves
* Ability to carry out data analysis in Python
* Experience with Jira/Confluence, Postman, observability tools (Datadog, Grafana), or business process modeling (BPMN)
* Knowledge of IVR, voicebot, and chatbot design and configuration
* Troubleshooting capabilities across web applications, APIs, authentication systems, and integrations
* Exposure to cloud environments (AWS preferred) and identity/access management systems
Transparency, Execution, Ownership, Customer Centricity, Innovation, and Integrity are important to us, and we at PAIR Finance embody these values. Do you find yourself in these values? Then become part of our team and complement us with your individual motivation and character!
Our offer for you:
* Thriving, financially stable company
* Strong experienced international team to support and mentor you along the way, smooth onboarding process
* International team of 30+ nationalities with professionals and experts
* Flat hierarchy, transparent and appreciative feedback culture, monthly all hands meetings, annual feedback and evaluation cycle, regular 1-on-1s with your lead
* Well-structured onboarding process as well as supportive and welcoming colleagues
* Personal learning & development budget as well as German and English language courses
* Good salary for your strong performance
* Unlimited employment contract, flexible working hours and 28 vacation days for your work-life balance
* Company pension plan, partly covered Deutschlandticket (public transport) and access to “Corporate Benefits” voucher platform to ensure your full well-being
* Fun company summer and Christmas parties as well as regular team events
* This role is based in Berlin, and we have a hybrid working policy. Modern office near Uhlandstraße is complete with fresh fruit, muesli and drinks for a comfortable and enjoyable workplace
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 and 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!