Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands-on problem solving, cross-functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast-paced environment and turning complex issues into clear outcomes, this role is for you.

Job summary

As a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API-based services used for transaction initiation and reporting. You will lead day-to-day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.

Job responsibilities

• Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
• Advocate for client needs while coordinating with internal business and technology partners
• Escalate critical and urgent requests promptly and follow through to resolution
• Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
• Communicate with clients and internal partners to address processing errors and support platform changes
• Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
• Partner with leadership, peers, and business partners to meet service goals and improve client experience
• Maintain and improve policies, procedures, and training materials to support consistent service delivery
• Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management

Required qualifications, capabilities and skills

• 3 years of customer service or call center experience
• 2 years of technical support experience
• Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills
• Strong analytical and problem-solving skills, including attention to detail and pattern recognition
• Ability to manage multiple workstreams and prioritize effectively in a high-volume environment
• Strong time management and organizational skills
• Ability to translate complex technical information into simple, client-friendly language
• Sound judgment and effective decision-making, including in urgent or high-impact situations
• Ability to work outside normal coverage hours as needed (including weekends and holidays)
• Ability to build and maintain effective working relationships with business and technology partners

Preferred qualifications, capabilities and skills

• Experience supporting API-based services for transaction initiation and reporting
• Experience investigating and documenting incidents, trends, and recurring issues in a support environment
• Experience coaching, mentoring, or acting as a shift/team lead in a support setting
• Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)
• Experience contributing to process improvements, knowledge articles, or training documentation
• Experience working with cross-functional stakeholders to drive resolution and service improvements

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.