Technical Operations Manager

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device.

Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services. To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. 

Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology. 

About the role

As a Technical Operations Manager in Customer Operations, you will oversee the performance, processes, and technical readiness of our centralized support teams. Your team will focus on resolving advanced issues related to POS devices, E-Commerce integrations, plugins, and API-based payment flows. You will drive operational excellence, improve workflows, and ensure that technical insights are effectively integrated across the organization. This role is suited for a data-driven, systems-oriented leader who thrives in a high-growth environment and is passionate about delivering seamless, high-quality customer experiences.

Responsibilities

• Lead, mentor, and support a centralized technical support team, ensuring strong performance and service quality.
• Set, track, and achieve performance targets, SLAs, and quality standards.
• Monitor customer interactions and feedback to identify operational and service gaps.
• Evaluate, design, and optimize workflows to improve efficiency and scalability.
• Implement and maintain tools and technologies that enhance support operations.
• Manage and prioritize multiple operational and technical projects with clear stakeholder alignment.
• Collaborate closely with Product, Engineering, Sales, and other teams to drive product and process improvements.
• Support Sales and Account Management by resolving technically complex client issues.
• Handle high-impact customer escalations with ownership and timely resolution.
• Build and maintain strong relationships with key customers, partners, and vendors.
• Create and maintain dashboards and reports to track operational performance.
• Analyze data to identify trends, risks, and opportunities for improvement.
• Present insights and recommendations to leadership and cross-functional teams.
• Develop onboarding journeys, training materials, and capability-building programs to foster continuous learning.
  

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient. 

· Bachelor’s degree in Business, Management, Engineering, or a related field.

· 5+ years of experience in technical operations, customer operations, or customer support management, ideally within fintech or payments.

· Proven experience leading centralized or cross-functional support teams.

· Strong leadership, communication, and people-development abilities.

· Analytical thinker with a strong command of operational metrics (CSAT, NPS, SLA, FRT, resolution time, etc.).

· Comfortable working in a fast-paced, dynamic environment with shifting priorities.

· Strong understanding of customer service methodologies, workflows, and tooling.

· Fluency in English; additional languages are a plus.

· High technical aptitude and ability to work closely with product and engineering stakeholders.

💸 Competitive compensation package;

🎯Annual bonus based on your performance and targets' achievement;

🏥 Private health insurance for you and your family;

💻 Top of the Line tools and equipment;

📚 Career development and regular feedback to develop your skills;

🏃🏽‍♂️ Employee Wellness Program like Daily group sessions led by professional coaches.