Customer Service Representative responsible for assisting clients with their health insurance inquiries via telephone. Ensuring excellence in service and compliance with regulations while documenting all interactions.
About the role
- Customer Support Manager overseeing a team ensuring exceptional merchant experiences at Nuvei, a fintech company aiding in next-gen payment processing.
Responsibilities
- Manage, motivate and be committed to customer service excellence and coordinate our Customer Support team both on site and remotely
- Manage inbound case volumes via our CRM tool to ensure service levels are met and volumes are managed
- Serve as the escalation point for any customer enquiries and complaints which may require support.
- Handle escalated customer issues to ensure they are managed in a timely and professional manner, including all required documentation and reporting
- Identify opportunities to improve processes and customer experience, taking the lead in cross-functional solutions and projects
- Work seamlessly with the Field Services, Onboarding, Tech and Integrations teams to deliver an exceptional merchant experience
- Support QA and UAT as a part of ongoing product enhancements
- Create and publish a “daily plan” to be followed by the support team
- Ensure all operational SLA’s of the Call Centre and Helpdesk are met
- Own and deliver customer support reporting
- Serve as a subject matter expert across our range of products and offerings
- Ensure the core knowledge base for internal teams and external merchants is up to date and regularly reviewed.
- Identify trends and work alongside respective teams to enhance systems, processes and merchant experience
- Take ownership of process documentation and continuous improvement activities
- Hire and train new customer support agents as needed
- Develop and maintain a team roster
- Support a customer centric culture and proactive approach
- Deliver 1:1 feedback, coaching, and training as required to elevate team performance
- Monitor interaction quality to ensure Till standards are met across all communication channels within the service desk
- Work alongside the team to respond to tickets, answer calls and chat as and when required
Requirements
- Experience in Customer Support Leadership: 2–5 years in a team lead, supervisor, or senior agent role within a fast-paced support environment.
- Payments or FinTech Knowledge: Familiarity with merchant acquiring, payments, POS systems, or financial services.
- Escalation & Incident Management: Proven ability to handle high-priority issues, coordinate with internal teams, and drive timely resolutions.
- Analytical & Reporting Skills: Comfortable using support tools, dashboards, and reporting to identify trends, track KPIs, and recommend improvements.
- Coaching & Development: Experience in mentoring, training, and performance management to uplift team capability.
- Process Improvement Mindset: Demonstrated success in implementing or refining processes to improve efficiency and customer satisfaction.
- Communication Skills: Excellent verbal and written communication, with the ability to simplify complex issues for both merchants and internal stakeholders.
- Multi-Channel Support Experience: Skilled in managing support across phone, email, chat, and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
- Resilience in 24/7 Operations: Experience working in or leading teams with round-the-clock or shift-based coverage.
- Collaboration & Stakeholder Management: Strong ability to partner with Product, Engineering, Risk, and Operations to resolve merchant issues.
Benefits
- Flexible working arrangements, with a hybrid office and home setup;
- A dynamic, inclusive, and supportive work environment fostering collaboration, innovation, and creativity;
- Opportunities for career growth, with a focus on internal promotions and employee development;
- A global bonus plan recognizing contributions across the organization;
- Volunteering programs that allow you to make an impact in the community;
- Employee recognition and reward programs acknowledging outstanding performance.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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