Team Lead/Head of Customer Support (EMI, FinTech)

PayDo, a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, operates in 140 countries and over25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments. 

As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.

Your regular tasks

1. Team Leadership and Management

• Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service
• Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge
• Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach
• Implement required staff rotations, hiring, and lay-offs based on updated performance metrics

2. Customer Experience Strategy

• Identify opportunities to enhance the customer experience through innovative support solutions and process improvements
• Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms
• Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement

3. Operational Excellence

• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs
• Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals
• Quality assurance and ongoing improvement
• Implement tools, technologies, and workflows to optimise support processes and enhance productivity

4. Cross-functional Collaboration

• Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpoints
• Overtake essential customer requests and inquiries from Compliance and Account Management teams
• Act as a customer advocate within the organisation, representing the customer’s voice in decision-making processes and product development initiatives

Skills & Knowledge

• Experience in the FinTech industry is a must 
• Experience in a similar managerial position on an international level
• Proven experience leading and motivating high-performing teams (7+ people)
• Ability to foster a positive and collaborative team culture
• Deep understanding of customer needs and expectations
• Ability to identify areas for improvement and implement innovative solutions
• Ability to develop and implement policies and procedures
• Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
• Financial and Business Acumen

Hiring Stages

CV screening → TA Intro call → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board

What’s In It For You At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

• Empowerment Through Professional Development:
  • Yearly allocation for advancing your professional expertise
• Unlock Your Potential:
  • Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
  • Performance reviews are anchored in KPIs, ensuring recognition is merit-based
• Make a Lasting Impact:
  • Work on unique projects where your contributions can reshape company-wide processes
  • Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub
• Flexible and People-Centric Culture:
  • Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
  • Days of paid sick leave annually, accommodating emergencies and medical needs
  • Additional holidays aligned with your local calendar
• Compensation & Incentives:
  • Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets

Our Values: At PayDo, we live by principles that drive us to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference
• Collaboration & Communication: Together, we achieve more by sharing ideas and insights

Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!