Team Lead/Head of Customer Support (EMI, FinTech)

Описание

PayDo, a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, operates in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments.As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.Your regular tasks: Team Leadership and Management:Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional serviceProvide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledgeFoster a positive and collaborative team culture that emphasises accountability and a customer-centric approachImplement required staff rotations, hiring, and lay-offs based on updated performance metrics Customer Experience Strategy:Identify opportunities to enhance the customer experience through innovative support solutions and process improvementsImplement strict SLAs for customer service requests processing and develop functional QA monitoring mechanismsAnalyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement Operational Excellence:Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAsRestructure the performance evaluation process (OKRs/KPIs) and align it with company goalsQuality assurance and ongoing improvementImplement tools, technologies, and workflows to optimise support processes and enhance productivity Cross-functional Collaboration:Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpointsOvertake essential customer requests and inquiries from Compliance and Account Management teamsAct as a customer advocate within the organisation, representing the customer's voice in decision-making processes and product development initiativesSkills & Knowledge:Experience in the FinTech industry is a must Experience in a similar managerial position on an international levelProven experience leading and motivating high-performing teams (7+ people)Ability to foster a positive and collaborative team cultureDeep understanding of customer needs and expectationsAbility to identify areas for improvement and implement innovative solutionsAbility to develop and implement policies and proceduresProficiency in relevant software and tools (e.g., CRM systems, analytics tools)Financial and Business AcumenHiring Stages:CV screening → TA Intro call → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on boardWhat's In It For YouAt PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment. Empowerment Through Professional Development:Yearly allocation for advancing your professional expertiseUnlock Your Potential:Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performancePerformance reviews are anchored in KPIs, ensuring recognition is merit-basedMake a Lasting Impact:Work on unique projects where your contributions can reshape company-wide processesBring your ideas to the table and earn exceptional bonuses through our PayDo Ideas HubFlexible and People-Centric Culture:Days of paid vacation annually, with the flexibility to transfer unused days or receive compensationDays of paid sick leave annually, accommodating emergencies and medical needsAdditional holidays aligned with your local calendarCompensation & Incentives:Multiple payment options, including Private Entrepreneurship accounts or popular e-walletsOur Values:At PayDo, we live by principles that drive us to excellence:Ownership & Initiative: Specialists who take charge and make a differenceCollaboration & Communication: Together, we achieve more by sharing ideas and insightsBecome part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!