• Deliver outstanding customer support via emails and chat • Resolve customer’s inquiries related to billing, how-to-use, technical issues and bugs • Create reports to maintain feedback up to date • Escalate complex issues to engineers as needed • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI

• Coordinar y ejercer de nexo de unión entre las áreas de Servicio, Operaciones, Tecnología y Política de Crédito para las peticiones de cambio, desarrollos, implementaciones. • Desarrollar conjuntamente con las distintas áreas internas la implementación óptima de las estrategias en SDS (herramienta de diseño del sistema PCO – Experian). • Diseño y ejecución de los test scripts de los desarrollos producidos en el área. • Realizar los análisis de información que ayuden a identificar áreas de mejora. • Resolver incidencias de herramientas de parametrización y gestión de las mismas con el equipo de Production Support. • Análisis de los reportes de control del área para garantizar la correcta sincronización de herramientas.

• Available for customer service 24hr/day when on-call, as needed • Ability to travel and work with customers on-site • Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support • Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols • Edit configuration files and database data on multiple software packages as needed • Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems • Ability to communicate with customers either via ticketing system, telephone, video conferencing (MS Teams), chat or in person • Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements • Completing reports, forms, checklists, etc., to document service and installation work • Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies

Role Description As part of our international growth, we are looking for a Technical Support Manager – Digital Payments to join our teams in Brazil and contribute to the global expansion of our payment solutions. Reporting to the Project Management Lead based in France, you will act as a key technical and operational partner for our clients, ensuring high-quality integrations, smooth production operations and continuous service improvement. This role offers strong exposure to international projects and a high level of autonomy within a fast-paced fintech environment. Your Key Responsibilities - Technical Support & Operations - Act as the main point of contact for customer support requests, ensuring end-to-end follow-up with autonomy and efficiency. - Diagnose and resolve complex technical issues, always with a continuous improvement mindset. - Lead the technical integration of Market Pay solutions with customer teams, ensuring alignment and delivery excellence. - Monitor production indicators to anticipate incidents and improve operational performance. - Supervise solutions in real time and react quickly to any detected issues. - Improve and maintain technical documentation to support scalability, deployments and customer support. - Project Management - Manage small to medium-sized projects from design to delivery, ensuring quality, timelines and customer satisfaction. - Control costs, deadlines and resources with a strong focus on optimization. - Collaborate closely with development squads and cross-functional teams to ensure project success. - Oversee after-sales activities and ensure a high-quality customer experience. - Contribute to the continuous improvement of project management practices by introducing new ideas and agile approaches. Qualifications - IT / Computer Science engineering degree. - Experience in software engineering (e.g. Developer, QA Engineer). - Solid exposure to the payment ecosystem. - Strong understanding of Agile methodologies (SCRUM or similar). Requirements - Ability to manage technical integrations and complex systems. - Comfortable working in a production environment with high availability requirements. - Strong analytical and problem-solving skills. - Fluent in Portuguese, Spanish and English (daily international interactions). - Curious, proactive and resourceful. - Strong communication and stakeholder management abilities. - Able to work autonomously in a fast-moving, international context. Benefits - A structured onboarding and training program (initial training in France). - Deep immersion into the digital payments ecosystem. - Remote work opportunities. - Exposure to international projects in a rich, high-impact digital environment. - High level of autonomy across all project phases. Company Description Market Pay is a fast-growing European fintech delivering omnichannel and international payment solutions to merchants and financial institutions. Our mission is simple: make payments seamless, accessible and reliable, everywhere. Built on a deep understanding of the European retail ecosystem and its payment challenges, Market Pay covers the entire payment value chain — acceptance, acquiring, card solutions (prepaid, gift, etc.) and innovative checkout experiences — powered by an industrial-grade platform.