Team Lead – Customer Care Department

We are looking for an experienced Customer Care Team Lead with a strong background in payments, fintech, or iGaming to lead a customer support team handling payment-related inquiries and merchant operations.

In this role, you will oversee the daily work of the Customer Care team, ensure high service quality, optimize support processes, and collaborate closely with the Payments, Risk, Finance, and Product teams. You will also act as an escalation point for complex payment issues while driving operational excellence and customer satisfaction.

Responsibilities

• Lead, mentor, and support the Customer Care team, ensuring high performance and service quality.
• Manage daily support operations across chat, email, Telegram, and other communication channels.
• Oversee investigations of payment-related issues, including declined, pending, failed, and refunded transactions.
• Act as the primary escalation point for complex merchant and payment-related cases.
• Coordinate with Payment Operations, Risk, Finance, and Product teams to resolve operational issues.
• Communicate with payment providers, acquiring banks, and partners to resolve transaction inquiries.
• Monitor team KPIs, SLAs, response times, customer satisfaction, and payment performance metrics.
• Identify trends affecting payment approval rates and customer experience, proposing process improvements.
• Ensure accurate documentation of investigations, resolutions, and operational procedures.
• Develop team knowledge through coaching, training, and regular performance feedback.
• Drive continuous improvements in customer support processes and operational efficiency.

Requirements

• 3+ years of experience in Customer Support, Customer Care, Merchant Support, Payment Operations, or a related field.
• Previous experience leading or mentoring a customer support or operations team.
• Background in payments, fintech, iGaming, e-commerce, or online payment processing.
• Strong understanding of payment transaction flows, card payments, payment gateways, and merchant operations.
• Experience handling escalations and coordinating cross-functional issue resolution.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and leadership skills.
• Fluent English (written and spoken).
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with excellent organizational skills.

Nice to Have

• Experience working with PSPs, acquiring banks, or payment gateways.
• Knowledge of fraud prevention, risk management, AML, or chargeback processes.
• Experience with CRM, ticketing, and payment monitoring platforms.
• Experience in iGaming payment operations.
• Experience building KPIs, reporting dashboards, or process optimization initiatives.

Working Hours

9:00/10:00 PM – 18:00/19:00 AM Kyiv time

What We Offer

• Opportunity to lead a team in a fast-growing fintech/iGaming environment.
• International team and dynamic work culture.
• Professional growth and leadership development opportunities.
• Exposure to modern payment technologies and global payment providers.
• Stable long-term cooperation.
• Supportive and collaborative team environment.
• 20 paid vacation days per year.
• 10 paid sick leave days per year.
• Competitive compensation package.
• Fully remote work opportunity.