Full-Time Team Lead of Customer Support

PayDo, a leading Electronic Money Institution (EMI) authorized by the FCA, FINTRAC, and MFSA, operates in 140 countries and over 25 industries. It offers multicurrency IBANs, merchant solutions, and mass payment options through one platform and contract, providing premium payment services for local and international payments.

As a Customer Support Team Lead, you'll shape customer experience strategy, implement efficient support processes, and foster a culture of excellence within the Customer Support team.

1. Team Leadership and Management: Lead, mentor, and inspire a team to achieve performance goals and deliver exceptional service. Provide guidance, coaching, ongoing training, implement staff rotations, hiring, and lay-offs based on performance metrics.
2. Customer Experience Strategy: Identify opportunities to enhance customer experience through support solutions and process improvements, implement SLAs, develop functional QA monitoring, analyze customer feedback, and identify trends, internal issues, and areas for improvement.
3. Operational Excellence: Oversee day-to-day operations, ensuring timely and effective resolution of inquiries. Restructure performance evaluation process (OKRs/KPIs), quality assurance, and implement tools/technologies for optimal processes and enhanced productivity.
4. Cross-functional Collaboration: Collaborate with product development (DTO), Sales/Account Management, and Compliance to ensure seamless customer experience. Handle customer requests from Compliance and Account Management, act as a customer advocate, and represent customer voice in decision-making and product development.

Contribute to sales expansion and strategy. Acquire new B2B clients by leveraging warm leads. Identify target business vertical features to offer suitable solutions. Prepare and organize sales materials. Present and pitch products to potential clients. Schedule and attend meetings, prepare offers/agreements/invoices. Work with Account managers, Support, Compliance, and Operations teams for product enhancements. Work with CRM (Zendesk Sell). Provide periodic updates and reports to the Head of Department. Achieve weekly/monthly KPIs.

Skills & Knowledge: Experience in a similar international managerial position, proven experience leading high-performing teams (7+ people), ability to foster a positive and collaborative team culture, deep understanding of customer needs/expectations, ability to identify improvement areas, develop and implement policies/procedures, proficiency in relevant software and tools.

Hiring Stages: CV screening, TA Intro call, Tech Interview, Final Interview with CEO, Job offer, Welcome on board.

What's In It For You: Empowerment through professional development (monthly English learning, yearly professional expertise). Unlock your potential (transparent career growth with Lead, Head, and C-level roles within 1-4 years). Make a lasting impact (unique projects, PayDo Ideas Hub). Flexible and people-centric culture (paid vacation/sick leave, local holidays). Compensation & Incentives (multiple payment options like Private Entrepreneurship accounts or popular e-wallets). Values: Ownership & Initiative, Collaboration & Communication.

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