Technical Account Manager Specialist — Strategic Accounts (LATAM & Africa)

Job description

EBANX is one of the most successful fintechs to emerge from Latin America — and today, we are building a truly global payments company. Our mission has remained constant from day one: to unlock access and enable companies and consumers to participate in the digital economy, no matter where they are. What started as a bold vision has grown into a platform that connects some of the world’s largest digital businesses with customers across 21 of the fastest-growing markets. We operate where complexity exists — turning local challenges into global opportunities, and building the infrastructure that allows payments to move further, faster, and smarter. We are a team of builders and problem-solvers. We think globally, act with curiosity, and believe diversity of thought is a competitive advantage. As EBANX enters its next phase of hyper growth, we are looking for people who want to shape the future of payments, expand what’s possible, and help connect businesses and consumers across borders. Let’s build what’s next — together. In the Strategic Accounts Performance team at EBANX, you don’t just manage relationships — you own the technical performance of a portfolio of global merchants across Latin America and Africa. You investigate complex payment challenges, transform data into decisions, and connect technical insights with commercial impact. As a **Technical Account Manager Specialist**, you will work closely with merchants’ engineering, payments, and leadership teams, as well as EBANX’s Product, Engineering, Risk, and Commercial teams. You will manage our most complex accounts, lead cross-functional performance initiatives, and help set the technical standard for other TAMs — making our work truly **Out Of The Ordinary**. ### **What your day-to-day will look like** - Own the end-to-end technical performance of a portfolio of strategic accounts across Latin America and Africa, focusing on approval rates, chargebacks, refunds, payouts, latency, and Share of Wallet growth; - Investigate payment performance changes and identify their root causes, including issuer behavior, decline-code mapping, 3DS authentication failures, retry logic, acquirer routing, and network-tokenization gaps; - Use SQL and data-analysis tools to turn large volumes of payment data into clear, actionable recommendations for merchants and internal stakeholders; - Collaborate with Product and Engineering teams to design A/B tests for payment flows, evaluate their results, and recommend decisions based on performance; - Lead technical workstreams for new-market, payment-method, and integration launches; - Partner with Risk to reduce chargebacks through migration initiatives, rule adjustments, and payment-flow redesigns; - Lead technical discussions during QBRs and executive reviews, translating complex technical findings into business impact and recommendations for VP and C-level stakeholders; - Coordinate incident response, maintaining clear communication with merchants while issues are still under investigation and preparing post-incident analyses; - Identify, assess, and size account-expansion opportunities, including new countries, payment methods, and business units within existing merchants; - Mentor Analyst and Junior TAMs, reviewing their analyses and supporting complex escalations. ### **What you need to shine in this role** - Strong experience in technical account management, solutions engineering, payments operations, or another client-facing technical role; - A curious and investigative mindset, with the initiative to explore data, challenge assumptions, and continue digging until the actual cause of an issue is identified; - Good working knowledge of SQL and the ability to query and analyze large datasets with autonomy; experience with BigQuery is a plus; - Working knowledge of the payments ecosystem, including authorization flows, acquiring, issuing, 3DS, tokenization, chargebacks, settlement, REST APIs, and webhooks; - Fluency in English and Portuguese, with the ability to communicate clearly with global stakeholders; - Ability to navigate effectively between technical and commercial audiences, translating engineering topics into clear business implications and recommendations; - Comfort working with incomplete information, managing ambiguity, and driving investigations forward; - Experience using AI tools to accelerate data investigation and documentation, combined with sound judgment about when outputs require further validation. ### **Bonus points if you have** - Experience using Python for data analysis, including pandas or equivalent libraries; - Fluency or professional proficiency in Spanish; - Experience working with global merchants in industries such as streaming, marketplaces, gaming, travel, SaaS, or subscriptions; - Exposure to card-network programs, including network tokens, Visa and Mastercard credential-on-file programs, and account updater services; - Experience with local payment methods across Latin America or Africa; - Familiarity with BI and observability tools such as Tableau, Looker, OpenSearch, Datadog, or similar platforms; - Previous experience mentoring others or leading initiatives without formal authority. ### **EBANX offers:** - **Performance Bonus:** Annual bonus program based on company results; - **Meal Allowance:** Monthly allowance to support your meals; - **EBANX Education:** Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth; - **EBANX Skills:** Dedicated budget for courses, certifications, and workshops to encourage continuous learning; - **Language Classes:** Language classes to support your personal and professional development; - **Health & Well-being:** Medical and dental plans with extensive coverage, including support for dependents and wellness programs; - **Flexible Work Culture:** Semi-flexible hours, an additional day off on your birthday, and a year-end break to support work-life balance; - **Well-being Program:** Access to activities and resources that promote physical and mental health. Learn more about our **#ebanxlife** on [LinkedIn](https://www.linkedin.com/company/ebanx/mycompany/?viewAsMember=true) and [Instagram](https://www.instagram.com/ebanxlife/), and see what it’s like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together. ✨ An **Out Of The Ordinary** career is waiting for you here!