<p>Serve as on-the-ground technical leader and partner with Product Development, Commercial and Operational leadership teams Bring outside-in thinking to the organization and highlight industry trends that should be considered and evaluated Develop a data-driven mindset focused on leveraging data to deliver service excellence to customers Lead the global technical support organization for merchants, driving consistent, high-quality resolution of complex platform, API, and integration issues. Manage and scale the Technical Account Management (TAM) function, ensuring high-value merchants receive proactive technical partnership aligned to growth goals. Drive merchant success and TPV growth by partnering closely with Sales and Customer Success to improve onboarding, reduce friction, and optimize solution adoption. Embed AI/ML-driven capabilities across both Support and TAM functions to improve triage, personalization, and efficiency. Elevate operational excellence through data-driven workflows, consistent SLAs, clear escalation paths, and actionable performance metrics. Act as a technical executive sponsor during high-severity incidents and key merchant escalations. Integrate with Product and Engineering teams to bring merchant feedback into the roadmap, improve supportability, and drive down recurring issues. Improve knowledge management, tooling, and self-service for developers and merchants-enabling faster time-to-resolution and fewer inbound cases. Ensure launch readiness and scalability for new product rollouts across support and account management functions. Develop and inspire a high-performing global team, fostering a culture of merchant advocacy, technical excellence, and continuous improvement. Minimum of 18 years of relevant work experience and a Bachelor's degree or equivalent experience. This is a key role at the intersection of Support, Sales, and Customer Success. You'll be responsible for strengthening day-to-day issue resolution, improving integration health, and proactively partnering with commercial teams to maximize TPV (Total Payment Volume) and long-term merchant success. The foundation is strong-now we're looking for a leader who can scale, modernize, and unify the function for the next chapter. Experience supporting complex, API-centric platforms in fast-paced, global environments.</p>