Head of Customer Support (FinTech, Payments/Billings)

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. 

Customer Support Team Lead (FinTech, Payments/Billings)

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.

Mandatory requirement: Proven experience with Payments, billings, chargebacks, and paybacks is essential for this role.

Your Regular Tasks

1. 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 service.

• Provide guidance, coaching, and ongoing training to enhance skills and knowledge.

• Foster a positive, collaborative, and accountable team culture with a strong customer-centric approach.

• Oversee staff rotations, hiring, and offboarding decisions based on performance metrics.

2. Customer Experience Strategy

• Identify opportunities to enhance customer experience through innovative support solutions and process improvements.

• Implement strict SLAs for service request processing and develop functional QA monitoring mechanisms.

• Analyse customer feedback and support metrics to uncover trends, issues, and areas for improvement.

3. Operational Excellence

• Manage day-to-day operations, ensuring timely and effective resolution of inquiries and issues in line with SLAs.

• Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals.

• Drive quality assurance and continuous improvement initiatives.

• Introduce tools, technologies, and workflows to optimise processes and improve team productivity.

4. Cross-functional Collaboration

• Partner with Product (via DTO), Sales/Account Management, and Compliance to ensure seamless customer experience across all touchpoints.

• Handle essential customer requests escalated from Compliance and Account Management.

• Act as a customer advocate, representing customer needs in decision-making and product development initiatives.

Skills & Knowledge

• Mandatory: Experience with Payments, chargebacks, and paybacks.

• Proven background in the FinTech industry.

• Experience in a similar managerial role at the international level.

• Track record of leading and motivating high-performing teams (7+ members).

• Ability to foster a collaborative and accountable team culture.

• Strong understanding of customer needs and expectations.

• Capability to identify improvement areas and implement innovative solutions.

• Policy and procedure development skills.

• Proficiency with CRM systems, analytics tools, and other relevant software.

• Strong financial and business acumen.

Hiring Stages

CV Screening → TA Intro Call → Technical Interview (up to 60 mins) → Final Interview with CEO → Job Offer → Welcome on Board!

We work in a result-driven culture. You will fit in if you:

• Own your work with no excuses.
• Take initiative and act before being told.
• Deliver results that make a real impact.
• Solve problems quickly with practical solutions.

What we offer:

• Annual Learning & Development Budget – invest in your growth with dedicated funds for courses, training, and certifications.
• Regular Performance Reviews Based on KPIs – for your professional growth.
• 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 performance.
• Innovation Financial Rewards – share your ideas through our PayDo Ideas Hub and earn extra bonuses.
• Paid Vacation – with the flexibility to transfer unused days to the next year or receive compensation.
• Paid Sick Leave – available to cover medical needs and emergencies.
• Public Holidays tailored to your country’s calendar.
• Flexible Payout Options – PE accounts or popular e-wallets.

Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!