Onboarding / Technical Account Manager (FinTech)

We are seeking an experienced payments professional to join our team as an Onboarding / Technical Account Manager.

In this role, you will act as the primary point of contact for newly onboarded merchants, ensuring seamless technical integration, optimal payment flow configuration, and ongoing operational efficiency. You will collaborate closely with product, engineering, and compliance teams to deliver a best-in-class merchant experience.

Key Responsibilities

• Lead merchants through the full onboarding process, including account activation, technical configuration, and go-live readiness.
• Advise merchants on payment flow design, routing strategies, and decline mitigation.
• Configure merchant profiles in the platform’s administration environment – including limits, risk parameters, and user permissions.
• Investigate and resolve payment processing issues, providing detailed feedback on decline codes, authorisation flows, and 3-D Secure transactions.
• Manage support cases in English and Russian/Ukrainian, ensuring timely and accurate responses.
• Liaise with internal product, development, and compliance teams to address merchant requirements and resolve complex issues.
• Monitor merchant performance post-launch, identifying optimisation opportunities.

Requirements

• Minimum 2 years’ experience in fintech, PSP, acquiring, or card scheme-related roles.
• Proven track record in a client-facing, technically focused position within the payments industry.
• Strong understanding of card payment processing, including authorisation logic, decline reasons, and 3-D Secure 2 protocols.
• Practical experience with merchant administration tools, ticketing systems (e.g. Jira, Zendesk), and API testing tools (e.g. Postman).
• English at B2 level or above; fluency in Russian/Ukrainian.
• Excellent communication skills, with the ability to explain technical concepts to both business and technical stakeholders.
• Ability to manage multiple merchant relationships simultaneously while maintaining high service standards.

Desirable

• Familiarity with anti-fraud systems, PCI DSS compliance, and KYC/KYB processes.
• Experience working with global acquiring banks and international payment gateways.
• Understanding of cross-border payments, multi-currency settlement, and regional compliance nuances.