Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team and experience to rapidly issue and process Mastercard, Visa and UnionPay cards across more than 60 countries, at scale.
Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.
Leadership and Strategy
- Provide robust leadership to steer the L1 and L2 support team, which handles day-to-day operational tasks, system-related issues, and reporting, in tactical and strategic thinking for the delivery of support.
- Foster a culture of innovation and continuous improvement.
Team Management and Development
- Develop and maintain effective management of staffing, training, coaching, and performance standards.
- Organize shifts and allocate responsibilities for specific channels, alerts, and urgencies
- Ensure high team member satisfaction and engagement within the support team, promoting proactive retention efforts.
- Implement strategies to motivate and retain team members.
- Ensure targeted service and performance standards are achieved or exceeded.
Effective Communication
- Develop, implement, and maintain effective internal and external communication strategies to ensure transparent information flow.
- Facilitate collaboration between support and other departments.
Metrics and Reporting
- Manage key metrics, monitor customer satisfaction, and provide reporting on statistical performance levels relevant to the business.
- Utilize data to drive improvements and decision-making.
Resource Development
- Develop analytical, strategic, and technical resources to meet client expectations and ensure satisfaction.
- Enhance the team's capabilities to adapt to changing customer needs.
- Identify and plan for future resourcing needs within the customer support team.
- Oversee and manage ancillary projects related to customer support, such as process improvements, technology enhancements, or other initiatives.
Escalation Management
- Manage escalations effectively, collaborating with peers and other departments to resolve complex customer issues.
- Ensure a structured and efficient escalation process is in place.
Direct Customer Engagement
- Engage directly with customers, both external and internal, as required to ensure their satisfaction.
- Act as a point of contact for escalated customer inquiries and issues.
Feedback Coordination
- Take ownership of coordinating feedback to the customer, especially when analysis is required from other implementation and development departments.
- Ensure a feedback loop that leads to customer issue resolution
Knowledge, Skills & Abilities
- Knowledge of customer service software and tools (e.g., Zendesk).
- Familiarity with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Strong leadership and team management skills.
- Strong leadership work experience, managing a team of 15.
- Well-organized; strong executor of processes and procedures, excellent trainer.
- Understanding of 24/7 global helpdesk operations and flexibility around times.
- Excellent problem-solving and decision-making abilities.
- Analytical and data-driven mindset.
- Strong understanding of industry regulations and best practices.
- Excellent verbal and written communication skills in English.
Minimum Qualifications
- Bachelor’s degree in Business, Computer Science, or a related field. Equivalent work experience can sometimes be considered in lieu of formal education.
- 5-10 years of Customer Support Center management experience.
Experience in the payments industry would be an advantage
Why Join Us?
- Be part of a high-growth, innovative fintech company in one of the world’s most exciting markets.
- A leadership team committed to your professional growth and development.
- Opportunities for long-term career advancement, with the potential to move into senior business leadership roles.
- Competitive salary.
At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.