Eterna Finance is a financial technology company focused on delivering secure and efficient digital payment solutions. We operate under a strict compliance-driven framework, implementing international standards related to AML/CFT, risk management, and corporate governance. Currently, we are expanding our engineering presence and actively hiring top-tier talent for our Barcelona office. We are a dynamic team looking for true professionals ready to tackle complex and ambitious architectural challenges in the heart of Spain's tech hub. As we expand our operational footprint, we are looking for a Head of Support for a qualitative transformation of our customer support department. This is a key role for a leader ready to take full ownership of our service infrastructure. The Goal: Your mission is the complete reorganization of the support department. We need you to build transparent business processes and ensure rigid, real-time control over service standards across all levels. What You’ll Do: Process Re-engineering: Conduct a full audit of the current state, then design and implement new operational regulations and workflows. Operational Management: Control the efficiency of L1/L2 support lines, manage workload distribution, and monitor response quality. Incident Management: Oversee the handling of critical incidents and key cases in real-time; ensure zero tolerance for SLA delays. Cross-functional Collaboration: Formulate technical requirements (Bug Reports / Feature Requests) for the IT department and track their implementation. Communication Governance: Monitor the quality of interactions with key B2B clients (merchants) to drive retention and loyalty. People Management: Optimize team structure, set KPIs, provide training, and make strategic hiring/firing decisions. Our Ideal Candidate: Professional Experience: 3–5 years in a leadership role within Support or Operations (specifically in Fintech, Payment Processing, or E-commerce ). Hard Skills: Deep understanding of transaction mechanics, payment systems (Visa/Mastercard), and the factors affecting conversion rates. Soft Skills: Strong organizational abilities, a knack for building discipline in distributed teams, and the ability to perform under high-pressure. Languages: Fluent English (Upper-Intermediate) is your primary working language. Education: Higher education (technical or economic background is a plus). What We Offer: Direct Impact: You report directly to the company founders with broad authority to reform the department and manage your staff. Professional Environment: Work within a fast-growing international holding with minimal bureaucracy. Competitive Package: A solid salary and an annual bonus based on your KPI performance. Location Flexibility: We are based in Barcelona and offer remote or hybrid work options across Europe. J-18808-Ljbffr