Customer Support Team Lead

Why PayMe.io?

PayMe provides a comprehensive white label SaaS solution which is helping

merchant-facing-entities include a complete financial offering into their core value proposition. 

Our mission statement is "to let the baker bake", by providing all surrounding non-core business tasks in one platform. We aim to save each business time and money and allow them to concentrate on their own business without unnecessary distractions.

Currently servicing thousands of businesses and counting, now it's time to develop the next 

world-class value-added-services and help businesses worldwide.

If you want to impact the success rate of businesses and your passion is technology and 

innovation - your place is with us!

Come join the revolution of the new economy and help change the world :)

About the opportunity:

We are looking for a Customer Support Team Leader to join our growing team. The Support 

Team leader combines management skills with a technical approach to enable us to deliver the highest level of support to our users.

As a Team Leader, you will actively assist with troubleshooting technical support issues to your team and with the transfer of knowledge about our process according to our SLA.

You will be the main part of our support channel and constitutionally build our customers' trust in our product and increase their loyalty.

Guiding the team members through daily tasks, handling the tasks that require more 

responsibility, supervising the work is being done according to the guidelines, strengthening 

team members capabilities to improve the overall support experience.

About the Role:

●  Taking full ownership of all Customer Support assignments and responsibilities.

●  Developing Methodologies, building workflows and defining all support operations. 

●  Ensure that all customer inquiries and issues are solved correctly and in a prompt and

professional manner.

●  Building, training and guiding the local support team.

●  Create skill ownerships and help all team members develop and grow.

●  Own the support queue and stand up to our SLAs.

●  Create and maintain processes with our R&D and Product team.

●  Oversee performance and team KPIs.

●  Ability to work with stakeholders from various teams.

●  Building a bridge and voice of the Support agents to the management.

●  Review and oversee all assigned customer support activities.

●  Assisting team members solving issues and escalation as needed.

●  Handling tasks that require more responsibility.

●  Oversee the day-to-day operations of the Support Team.

●  Act as a senior agent who will drive customer satisfaction through customer support.

●  Provide direct supervision of the technical support staff which may include: Evaluations, 

and disciplinary actions.

●  Be the point of contact when it comes to technical escalations. 

●  Record and track team SLAs and workflows.

Requirements:

●  Bachelor's degree.

●  High level of service orientation.

●  Previous experience of handling a team for 2 years.

●  Experience in ticketing platform.

●  Fluent English speaker.

●  Experience with Zendesk or a similar platform.

●  Data & Analytical knowledge is a plus

●  Tech savvy, ability to manage and prioritize multiple investigations.

●  Time management – set & meet deadlines for assigned investigations.

●  Strong problem solving/troubleshooting skills and communication with different 

departments.

●  Can-do approach, out-of-the-box-thinking abilities and committed to constantly 

improving and willingness to enhance your technical skills.

●  Team player and fast learner with excellent social skills.

●  Customer service experience from a Tech Company/Startup - Must.

●  Previous work experience with Jira, BigQuery, Confluence and Postman is a huge plus. 

Character traits we’re looking for

●  You are an execution machine determined to achieve your objectives.

●  You have a track record of learning complex fields and subjects quickly and in depth. 

●  Have a customer-oriented mindset with great attention to details.

●  Have a high level of empathy and enjoy helping people.

●  Strong work ethic - you do whatever it takes to deliver quality outcomes in strict time

frames.

Culture at PayMe

Our philosophy centers around end-to-end ownership, which means that every team member is empowered and accountable. We love independent contributors that are fast learners and problem solvers by nature. We love positive people that are proactive about improving things and don’t accept the status quo.

We believe true innovation comes from a deep understanding of your area of responsibility so each team member is expected to be an expert in their field and know the ins and outs of how things really work.

We know the best people want to work alongside the very best and tackle the most challenging problems at a global scale. We have high standards and high expectations from one another.

We set ambitious goals and work together to accomplish them. Excuses are for other people… 

We deliver.