Customer Support Regional Manager

Paymentology is the first truly global issuerprocessor 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 multicloud platform offering both shared and dedicated processing instances vast global presence and richer realtime data set us apart as the leader in payments.

Leadership and Strategy

• Provide robust leadership to steer the Level 1 (L1) support team which handles daytoday operational tasks systemrelated 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 decisionmaking.

Resource Development

• Develop analytical strategic and technical resources to meet client expectations and ensure satisfaction.
• Enhance the teams 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

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.

Requirements :

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.
• Wellorganized; strong executor of processes and procedures excellent trainer.
• Understanding of 24/7 global helpdesk operations and flexibility around times.
• Excellent problemsolving and decisionmaking abilities.
• Analytical and datadriven 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.
• 510 years of Customer Support Center management experience.

Experience in the payments industry would be an advantage

Why Join Us

• Be part of a highgrowth innovative fintech company in one of the world s most exciting markets.
• A leadership team committed to your professional growth and development.
• Opportunities for longterm career advancement with the potential to move into senior business leadership roles.
• Competitive salary.

Remote Work :

Yes

Employment Type :

Full time