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.
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