Junior Technical Account Manager

About the role

Ebanx is expanding its global payment infrastructure and seeks a detail-oriented professional to join the Operations team. You will manage merchant portfolios, optimize transaction performance, and serve as a primary point of contact for technical and operational inquiries. In this capacity, you will act as a strategic partner to merchants, ensuring their payment ecosystems run smoothly and efficiently. The role demands a proactive mindset where you own the entire lifecycle of merchant interactions from technical validation to performance optimization. You will translate complex operational data into actionable strategies that directly impact merchant success and retention. Collaboration with engineering and product teams is central to resolving technical challenges and driving continuous improvements in the platform. This position is critical for maintaining the high reliability and performance standards that Ebanx delivers to its global customer base.

Key facts

What you'll do

• Analyze merchant performance metrics to detect anomalies and decline patterns, then formulate specific improvement plans across diverse markets and payment methods.
• Execute daily operational support for merchants, performing deep troubleshooting and orchestrating resolutions with internal fraud, product, and engineering departments.
• Design and generate comprehensive performance reports that leverage data-backed insights to present clear, actionable recommendations for growth.
• Lead new merchants through the onboarding and launch phase, conducting rigorous checks to verify that all technical requirements are fully satisfied.
• Partner with senior staff on complex investigations, synthesizing information from multiple sources to identify root causes and long-term solutions.
• Contribute to the enhancement of internal team tools by identifying workflow bottlenecks and proposing practical automation or documentation improvements.
• Monitor transaction flows end-to-end to ensure technical integrations are stable, efficient, and aligned with Ebanx's performance benchmarks.
• Translate technical requirements into clear instructions for merchants, reducing friction during implementation and configuration.
• Coordinate cross-functional escalations, ensuring that all relevant stakeholders are aligned and informed throughout the resolution process.
• Maintain detailed records of interactions and decisions to support continuous process refinement and knowledge transfer.

Requirements

• Apply an analytical approach to identifying patterns and translating raw data into clear, compelling narratives for technical and non-technical audiences.
• Demonstrate professional communication skills when managing high-stakes merchant relationships and interfacing with internal stakeholders across departments.
• Take ownership of assigned tasks and resolve issues independently, showing initiative and accountability in dynamic situations.
• Balance multiple priorities effectively in a high-speed environment, maintaining quality and accuracy under tight deadlines.
• Exhibit comfort when working with shifting priorities and ambiguous situations, adapting strategies quickly as business needs evolve.
• Follow defined processes while also recognizing when improvements are necessary, suggesting constructive changes to enhance efficiency.
• Maintain a strong attention to detail to ensure that technical configurations, reports, and communications are accurate and consistent.
• Collaborate reliably with colleagues, providing support that enables the broader Operations team to meet its objectives.

Nice to have

• Prior work experience in fintech, payments, or SaaS environments, where you understand the nuances of subscription or transaction-based models.
• Familiarity with business intelligence platforms and data visualization tools, enabling deeper analysis and self-service insights.
• Basic proficiency in SQL or data querying languages, allowing you to extract and manipulate data with minimal supervision.
• Strong English language skills for professional written and verbal communication with international partners.
• Experience collaborating across commercial, engineering, or product teams, demonstrating an ability to bridge functional gaps.

Practical notes

This is a full-time position based in Curitiba with a standard office schedule. The role may involve occasional travel within the region for onboarding or strategic meetings. Candidates must be authorized to work in Brazil and possess a valid visa if required. There are no specific application deadlines, but interested candidates are encouraged to apply promptly as the team is actively scaling.