Technical Support Manager London, United Kingdom

We're Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 13 countries and continuing to expand globally, we're proud to move more people through better payment experiences.

Our Littlepay values:

• Trust and be trustworthy
• Embrace challenge
• Solve problems, together
• Deliver with speed and agility
• Be candid and kind

The Technical Support Manager will build and manage a team of product support associates tasked with supporting Littlepay's customers and integration partners.

You will take ownership of complex, technical user issues and work on resolving these via our support channels, developing deep product expertise, and contributing to the optimisation of support processes. This role involves direct user interaction, collaboration with cross-functional teams, and participation in projects aimed at enhancing support operations.

Having an understanding of SQL and APIs will allow you to effectively work with cross-functional teams, analyse data to inform decisions, and recommend solutions that improve our product delivery and drive operational resilience and efficiency.

What you'll do:

• Leverage knowledge of data analysis, API documentation and payment processing manage, coach, and develop a team of hybrid L1 and L2 associates
• Guide your team to analyze and troubleshoot complex technical issues, utilizing SQL to extract and interpret data.
• Develop in-depth expertise in Littlepay's products and platform, working closely with Product, Engineering and Project teams to diagnose and resolve customer and partner issues.
• Lead cross-functional initiatives to optimize support processes and tools and proactive monitoring to improve efficiency and reliability
• Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback
• Create and refine documentation and our online knowledge base to empower users to resolve issues via self-service, reducing dependency on raising support tickets.
• Provide feedback to the Product team on common user issues and potential product improvements.
• Manage processes that monitor and track support tickets, ensuring SLAs are met.
• Contribute to the creation of knowledge base articles and FAQs.
• Engage with users directly to gather information and provide clear, concise explanations.
• Work with Engineering to design, implement, and manage a comprehensive monitoring framework to proactively identify and address potential issues
• Drive initiatives and implement strategies to ensure consistently high levels of customer satisfaction, exceeding service level agreements (SLAs) and fostering positive customer relationships.
• Set clear performance goals, provide regular feedback, and conduct performance reviews for team members, identifying areas for development and growth.
• Oversee the development and maintenance of a comprehensive knowledge base to empower both customers and support staff to resolve common issues independently.

Ideally, you'll have:

• Have 5+ years of people management experience
• 8+ years of experience in managing migration projects, analysing team metrics to assess efficiency and reconciling data sources
• Experience managing identifying and triaging technical issues and driving solutions with clear metrics to show impact
• Experience with incident and problem management processes in a scaling environment
• Have strong analytical skills to investigate, prioritise, and identify the root cause of issues
• Operational expertise (measuring/improving manual processes, motivating/engaging an operations team)
• Has experience with technical product support teams and understands the technical backend of products. Also skilled in leading teams to resolve technical product issues for customers.

Preferred Qualifications

• Payments expertise (working with financial partners, optimising processing errors, managing payment costs)
• Have experience navigating the nuanced complexity of financial systems and data challenges

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You'll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options
• A company-wide paid day off
• Flexible (hybrid) working conditions
• Health insurance via our provider Vitality
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia)
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• Short-term remote working arrangements
• International travel opportunities (dependent on role)

You'll also be able to take up the numerous other benefits that working at Littlepay affords you, including having access to the eclectic and vibrant culture that Shoreditch is known for.

At Littlepay, we believe great work happens when we solve problems, together. We see in-person collaboration as an important way to build connections, share ideas, and support each other meaningfully.

For those assigned to an office location, we generally expect a minimum two-day presence in the office each week. This may vary depending on your role, team, and location. For example, our team in Luxembourg works 4 days from the office, whereas our AU and UK teams currently work a minimum of 2 days onsite in our Melbourne/London offices. Some positions might require more frequent office attendance to support cross-functional collaboration, customer engagement, or specific team workflows. Your hiring manager will provide details relevant to your role.

We aim to strike a healthy balance between in-person connection and flexibility, while staying connected to deliver with speed and agility as we continue to scale, ensuring our ways of working support both our people and our shared ambition to move more people through better payment experiences.

If you've been shortlisted for the role, you'll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you'll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don't hesitate to let us know. Additionally, if you don't meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don't), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You'll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

If this opportunity interests you, hit apply! We look forward to learning about you.

Littlepay are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.

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Do you have at least 3 years of experience with project delivery of technical solutions involving multiple integrating parties, preferably within Payments, FinTech or Financial Services ? Select

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