Lead/Head of Customer Support Offline

About us

PayDo is a leading fintech company – an Electronic Money Institution (EMI) fully authorised by the FCA (UK), FINTRAC (Canada), and MFCA (Malta). We simplify financial operations with a single, user-friendly interface, making global payments accessible and efficient. We offer personalised solutions to businesses and individuals.

Job Summary
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 (up to 45 mins) → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board

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!