Lead of Customer Support (L2) (offline)

Paymentop – is a leader in development and integration of PCI DSS L1 high-loaded fintech platforms.

Key tasks and role:
➢ Work organization for the Technical Support Team, building processes and algorithms for high quality workflow;
➢ Development of service standards, instructions, scripts, knowledge bases;
➢ Help Desk KPIs: quality of service and correctness of responses to customers, queues and speed of responses, take actions in case of deviations;
➢ Organization of effective communication among the Technical Support Team, the Development Team and other departments;
➢ Control and enforcement of SLA on the 2nd and 3rd lines of user support;
➢ Transaction monitoring and service performance control;
➢ Description of detailed functional specifications, user stories and product documentation;
➢ Recruitment, training and onboarding of the Technical Support Team.
➢ Serve as the primary escalation point for external customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
➢ Provide consistent oversite on service tickets progress to ensure customer timelines and expectations are managed
➢ Manage complex customer issues, coordinating appropriate technical personnel, defining workplan, deadlines and driving customer communications until customer has confirmed issue resolution
➢ Collaborate with the appropriate departments to develop and maintain a technology plan that supports customer needs
➢ Accountable for the team’s delivery of timely and accurate technical solutions to customers
➢ Participate and/or lead in new technology adoption to enhance services offered to our customers
➢ Demonstrate an approach of continuous improvement across all areas of the work
➢ Ensure depth and breadth of technical skills are maintained across the team to support customer demand
➢ Partner across internal teams to vet and onboard new products and / or services
➢ Develop, implement, and continuously improve process documentation for the technical support team
17. Requirements & Skills
➢ At least 2 years of experience in Customer Support, as a Manager/Mentor of a Technical Support Team or 5+ years of experience in a technical and / or services industry
➢ Understanding the key performance indicators of the Technical Support Team;
➢ Basic knowledge of SQL;
➢ Ability to build relationships with internal customers and external partners;
➢ Ability to work independently with minimal supervision;
➢ Proactivity and initiative;
➢ Analytical abilities, systematic thinking;
➢ Ability to perceive large amounts of information;
➢ HelpDesk, ZenDesk, ticketing systems, Microsoft, Linux, Cisco, Windows/Linux/Mac OS. Experience with ticketing solutions such as ZenDesk
➢ The ability to find a common language with the team, train newcomers and develop experienced colleagues, improve the efficiency of the Technical Support Team;
➢ Prior consulting or support experience preferred
➢ At least an Upper-intermediate level of English.

About Paymentop

Paymentop – is a leader in development and integration of PCI DSS L1 high-loaded fintech platforms.
We are a company that provides an own developed technical solution - advanced virtual banking, e-wallet, marketplaces as a white label and technical payment gateway (hosted We have been a fast-growing company since 2017. Paymentop is a group of companies with offices in Ukraine and Poland.

In addition to current developed products we have everything in place for a financial or large ecommerce:
• Legal support;
• Financial reconciliations, control and support;
• IT (front and back end development);
• QA testing;
• Business analyzes;
• UX/UI design;
• Marketing services.

Our clients are worldwide known payment companies and neobanks from Europe, America and Asia.

Paymentop provides the service of creation and setup of Neobanking for E-wallets. With possibilities of:
• Support of SWIFT/SEPA incoming and outgoing payments, local bank transfers, card payments and replenishment, P2P transfers and currency exchange inside of clients’ accounts;
• Providing European IBAN bank details for payments in different currencies for individuals and legal entities. With the option of account remote opening and management of private and commercial financial flows with the possibility to send and receive SEPA/SWIFT/TARGET2 transfers and local bank transfers;
• Currency exchange in real time with transparent and predictable rates;
• Providing trading accounts (merchant accounts) for businesses with different payment methods for their clients including acquiring, alternative payment methods, replenishment etc.;
• Mass payments, payroll projects;
• All services available through dashboard and via API;
• The developed IT resources are deployed and could be accessed in the cloud data storage (Amazon AWS datacenter is mainly used), we provide cloud computing and data processing, posting of information on web sites and related activities.

Paymentop provides core and all possible modules for reation of PSP (Payment service provider, neobanks, marketplaces), with 500+ financial integrations, money transfers, FX, external financial methods integrations and support from basic Visa/Mastercard acquiring, wallets, bank transfers, direct debits, prepaid cards, cryptocurrency and local payments to unique in Europe, Asia, Latin America, Africa and Oceania.
KYC and compliance modules, payment routing, transaction monitoring etc, onboarding, setting up customer accounts
Advanced ecommerce and e-wallet solution with the most advanced functionality on the market (e.g. combination of Revolut and Paypal all-1-one).

We develop and support:
• Card payment processing;
• E-money payment processing, alternative payment methods (including direct debit);
• Payment processing for all types of business.

We help with setup for online businesses, financial companies, marketplaces:
• Which has needs to start receiving payments in new geography or launch a new feature.
• Which has expensive and/or slow, non-flexible, outdated payment software, luck of support, legal;
• Which starts a new products/services with another risk level or industry;
• Which wants to increase conversion by adding new payment methods and doesn’t have sufficient resources in legal, technical, support, financial departments.

Our mission:
Create a new, better payments ecosystem to help large businesses to improve their technology and provide the best services to most of the earth population.

Our values;
• Openmind;
• Product orientation;
• Transparency and trust;
• Teamwork;
• Growth personal, professional, team and business.

What we offer:
• Paid vacations
• Sick leave
• Flexible schedule;
• Salary review;
• Bonuses;
• Tax pay;
• Language and improvement courses.

Company website:

DOU company page:

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  • Category: Support
  • English: Upper-Intermediate
  • 2 years of experience
  • Domain: Fintech
  • Full Remote
  • Product
  • Poland, Ukraine (Kyiv)
  • Only candidates from Europe and Ukraine