Lead a technical support team in a fintech company focused on payment gateways, payment orchestration, and payment products.
Responsibilities:
- Manage shifts and inbox performance, workload distribution, prioritisation, response times, and support quality.
- Monitor frontline operations, complex cases, shift handovers, unresolved issues, and recurring mistakes.
- Support associates with challenging cases, identify knowledge gaps, and improve support efficiency.
- Conduct 1:1 meetings, give constructive feedback, coach team members, and support their professional development.
- Own customer escalations, coordinate technical investigations, and ensure timely resolution of complex merchant issues.
- Develop expertise in payment systems, products, and integrations; promote knowledge sharing and continuous improvement.
- Collaborate with CX Knowledge, Training, and Digital teams to improve support processes and merchant experience.
Requirements:
- At least 2 years of experience in B2B payments, with knowledge of payment processing, transaction lifecycles, and merchant operations.
- Experience leading, mentoring, or coaching technical support professionals.
- Strong operational management, communication, analytical, problem-solving, and people-development skills.
- Understanding of people-development frameworks, including the 9-Box Talent Grid.
- Practical knowledge of APIs, payment systems, and basic SQL/database queries.
- Native-level Russian and English at B1 level or higher.
Conditions and benefits: On-site work in Limassol. Competitive salary package and performance bonuses, professional development and career growth, work equipment tailored to your needs (Mac, Windows, or Linux), private medical insurance after probation, sport coverage, partial lunch coverage, and full work-permit support. Office amenities include coffee, snacks, drinks, a PS5, and a rooftop view.