First-line Support Lead

First-line Support Lead PayPort, remote

Your responsibilities will include:

🌸Organizing and optimizing the support department to ensure a high level of service for our clients and partners. 🌸Coordinating the processing of requests, implementing quality metrics for handling, and continuously improving processes. 🌸Analyzing incidents and developing proposals for their reduction and shortening of processing time. 🌸Diagnosing technical issues and escalating them to the relevant departments for prompt resolution. 🌸Regularly checking team performance and responding promptly to disruptions. 🌸Developing, implementing, and monitoring the strategy and operations of customer support. 🌸Managing a team of 25-40 employees, ensuring their high performance and motivation.

Requirements:

💦Candidate's location must not be in the Russian Federation. 💦Minimum 5 years of overall experience in leading a support service. 💦Higher education or secondary vocational education (technical, managerial, or related). 💦Deep understanding of the principles of payment systems (transactions, gateways, authentication). 💦Ability to effectively manage a team and motivate employees to achieve high results. 💦Strong analytical skills and the ability to make data-driven decisions. 💦Excellent communication skills, leadership qualities, results orientation, and customer focus. 💦Readiness to work in a multitasking environment with high workload. 💦English language proficiency at B2 level or higher.

Conditions:

☘️Remote work format ☘️Competitive salary. ☘️Payments twice a month. ☘️Vacation of 28 calendar days.