Customer Support Team Lead

Customer Support Team Manager – POS & Payment Devices

PayPlus

About the Company

PayPlus provides payment and commerce solutions that help businesses accept payments and manage their operations, online and in-store. Our products include POS systems, payment terminals and integrated payment services.

Our customers depend on our technology to keep their businesses running. At PayPlus, immediate response is our service standard, and support is a core part of the customer experience.

About the Role

We are looking for a hands-on manager to build and lead our POS and payment device support team from the ground up.

You will have full ownership of the support operation: recruiting and developing the team, establishing processes, building shift schedules, implementing automations and ensuring immediate response to customer inquiries.

This role requires daily involvement in customer support, technical troubleshooting and escalations. You will lead by example, take responsibility for issues through resolution and build an operation that can grow with the business.

Responsibilities

• Recruit and build the team: hire, onboard, train and develop support representatives.
• Establish the support operation: implement workflows, ticketing processes, escalation procedures, troubleshooting guides and a knowledge base.
• Build and manage shift schedules: plan staffing, coverage and handovers to maintain service continuity and immediate response.
• Stay hands-on: handle customer inquiries, diagnose technical issues and personally lead complex or urgent cases.
• Own support performance: take full responsibility for response times, resolution times, service quality, team performance and customer satisfaction.
• Lead technical troubleshooting: support POS systems, payment terminals, connectivity and peripheral devices.
• Manage escalations through resolution: coordinate with Product, Engineering and Operations, keeping customers informed throughout.
• Build support automations: automate ticket routing, prioritization, escalation alerts, shift handovers and reporting to reduce manual work and improve response times.
• Develop self-service capabilities: implement automated troubleshooting flows and AI-assisted support tools, with clear escalation to a human when needed.
• Improve the operation: monitor service metrics, identify recurring issues and implement corrective actions, training and process improvements.

Qualifications

• Proven experience managing a technical support or customer service team.
• Experience building a team or support operation from scratch, including recruitment, onboarding and process development.
• Practical experience managing shifts, staffing and service coverage.

Required Skills

• Strong technical troubleshooting skills and a hands-on approach to resolving customer issues.
• Experience with ticketing systems, support workflows and service performance management.
• Practical experience building workflow automations and integrating support platforms using automation tools, APIs and webhooks.
• Ability to identify repetitive tasks, translate support needs into automated workflows and monitor their reliability and impact on service quality.
• Ability to coach employees, set clear expectations and maintain high service standards.
• Strong judgment, prioritization and decision-making under pressure.
• Clear communication, a customer-focused approach and full accountability for results.

Preferred Skills

• Experience supporting POS systems, payment terminals or payment platforms.
• Familiarity with Android devices, network connectivity and POS peripherals.
• Experience implementing AI-powered chatbots, knowledge assistants or automated ticket classification.