Customer Operations Integration Lead

Market Pay is seeking a talented individual to join our team for a Customer Integration Lead.

Your Mission

The Customer Operations Integration Lead serves as the vital bridge between software engineering, external partner integrations, and frontline Customer Operations & Support (COSS).

In this role, you will act as the operational business owner - ensuring that every new partner connection, product feature, and technical architecture change scales seamlessly into our operational ecosystem. You will drive operational readiness, define internal UX/tooling requirements, review technical designs for customers and support impact to secure scalability.

The Customer Operations Integration Lead acts as the key interface between Product, Solution, Engineering, and Customer Operations & Support (COSS), ensuring that operational needs are embedded into product design, partner integrations, and technical developments from the outset.

As the Operational Requirements Owner, you will define and advocate for operational requirements across the customer lifecycle, with a strong focus on automation, scalability, user experience and operational efficiency. You will challenge proposed solutions, translate operational needs into actionable requirements, and work closely with Product and Solution to ensure they are reflected in solution design and delivery priorities.

You will also assess operational impacts and readiness, ensuring that new solutions and integrations can be efficiently operated and supported at scale.

Key Responsibilities

Partner & Business Line Integration

• Define operational requirements for new acquiring partner integrations, ensuring that the full operational lifecycle, including merchant provisioning, configuration, maintenance and support, is addressed beyond payment transaction processing.

• Drive automation and scalability requirements, challenging manual processes and ensuring that operational efficiency is considered from the initial solution design.

• Work closely with Product, Solution and Engineering to ensure operational requirements are embedded into integration specifications and delivery plans, while technical design and implementation remain under their ownership.

• Assess operational readiness before go-live, identifying gaps and ensuring that operational requirements, support processes and escalation paths are properly addressed.

• Establish operational SLAs, escalation paths, and support playbooks for incoming integrations.

• Monitor integration performance post-launch and work directly with technical partners to resolve operational bottlenecks.

Internal Product & UX Ownership

• Act as the dedicated Business Owner for internal operational tools, defining functional requirements, user journeys, and UX improvements for frontline teams.

• Translate complex operational pain points into clear PRDs (Product Requirement Documents), user stories, and wireframe workflows for Engineering and Product teams.

• Prioritize internal feature requests to optimize agent efficiency, reduce handling times, and eliminate repetitive manual tasks.

COSS Impact Analysis

• Participate in early-stage engineering architecture reviews to evaluate how proposed system changes will impact end-customers and frontline support (COSS).

• Conduct rigorous operational impact assessments for incoming platform releases, schema changes, and API migrations.

• Design and execute Operational Readiness Frameworks (testing protocols, team training, back-office preparedness) prior to any major deployment.

Knowledge Architecture for Humans & AI Agents

• Design and enforce systematic, structured documentation standards across the organization.

• Build and maintain a unified knowledge repository designed for dual consumption: human-readable Standard Operating Procedures (SOPs) and machine-readable data structures optimized for AI agents and RAG (Retrieval-Augmented Generation) systems.

• Continuously refine knowledge bases to increase AI agent automated resolution rates and lower human escalation volume.

Required Qualifications

• Experience: 5+ years of experience in Technical Operations, Technical Program Management (TPM), Internal Tools Product Management, or Solutions Engineering within a fast-scaling tech, fintech, SaaS, or marketplace company.

• Technical Literacy: Comfortable reviewing system architecture diagrams, reading API documentation, understanding data pipelines, and identifying technical failure points.

• Product Ownership Skills: Proven track record of writing business requirements (PRDs), mapping user flows, and partnering with software engineers to ship internal features.

• Stakeholder Leadership: Exceptional verbal and written communication skills with a proven ability to influence engineering leads, executive sponsors, and frontline operations teams alike.

Preferred Qualifications

• Background in API-first platforms, fintech, payments, or multi-sided marketplaces.

• Familiarity with modern AI agent operations, prompt architecture, or LLM-driven support automation platforms.

• Experience with process mapping tools (Miro, Lucidchart), ticketing systems (Jira, Zendesk, Salesforce Service Cloud), and modern documentation platforms (Notion, Confluence, GitBook).

If you are ready to take on these responsibilities and contribute to the success of our network operations, we welcome your application.

Your Package

💵 A highly competitive salary (depending on relevant experience: 5,200–6,200 EUR Gross)

🤯 Ifeel - for your Mental Health

🏢 Office in Old Town of Vilnius (as well, parking)

🍕 Regular social events and celebrations

💻 All the tools and equipment you need to do your job

🏡 Flexibility to mix being in the office with working remotely from your home (2 days per week)

About Market Pay

Market Pay is a fast-growing and profitable Fintech company that provides enterprise payment solutions to globally recognized brands such as Carrefour, Enterprise Rent-a-Car, IBM, Husqvarna, Orange, Tabesto, and many more.

With a presence in Belgium, Brazil, Canada, Denmark, France, Italy, Lithuania, Spain, Poland, and the USA, we operate in an international work environment where collaboration is key to creating cutting-edge payment, solutions in mobile apps, portals, and APIs.

Market Pay is an equal opportunity employer, committed to creating an inclusive environment celebrating diversity.