Technical Support Operations Manager, PAIR Finance
AI-driven debt collection management
Job no longer available
AI-driven debt collection management
201-500 employees
Job no longer available
201-500 employees
Company mission
To manage open claims efficiently without putting a strain on customer relationships.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
- 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
- Triage and resolve complex issues across ticketing, telephony, chatbot, and third-party integrations
- Conduct root-cause analysis and facilitate postmortem reviews
- 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
Our take
Flexible payment options are essential for reaching as many customers as possible, but methods such as "buy-now-pay-later" often lead to payments never being made. In this event, businesses generally resort to debt collection agencies, but this can come across as intimidating, damage customer relationships, and prevent overdue customers from returning.
PAIR Finance leverages artificial intelligence to analyze customer interactions and behavioral data during the debt collection process in order to identify how to make customers more open to payment of their debts. The company also provides industry-specific services for credit scoring, portfolio purchasing, and customer retention, custom-designed for eCommerce, banking, energy and other industries.
Debt collection is a process that has remained stagnant for decades, so PAIR Finance has found a unique niche in the market. By investigating what makes customers avoid paying their debts, and using machine learning to develop frictionless debt collection strategies, it is set to make real change in the sector as it expands to more European locations.
Steph
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2020
$2.4m
EARLY VC
Dec 2017
$5.3m
SERIES A
Total funding: $9.8m
Company benefits
- Company pension and other benefits to add up to an excellent all-round package
- Flexible working hours and 28 days leave a year for a healthy work-life balance
- Good pay for strong performance
- An international team of professional colleagues and strong experts making up an inspirational network
- Team events for a successful team
- Individual development opportunities and a transparent, nurturing feedback culture for your own personal career path
- Challenging, varied tasks along a steep learning curve
- Modern office with fresh fruit, muesli and drinks to create a pleasant working environment
Company HQ
Charlottenburg, Berlin, BE
Leadership
Stephan Stricker
(CEO & Founder)Experienced as Member of Board and Managing Director for nevaly between 2016 and 2017. Co-founded PAIR Finance as CEO in 2016.
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