Looking for a leader to build the merchant support function from the ground up — processes, team, and metrics that directly drive activation, retention, and processing volume growth.
Responsibilities
🔹 Build support tiers, escalation flow, knowledge base & playbooks
🔹 Implement QA and own the support tool stack
🔹 Hire and develop the team, build shift schedules across time zones
🔹 Build reporting from scratch (daily/weekly/monthly) on Jira
🔹 Own SLA management: definition, tracking, root-cause analysis
🔹 Define support conversion metrics + run experiments
Requirements
✅ 3+ years managing a support team, incl. 1+ year as Lead/Head
✅ Experience in FinTech / PSP / high-risk / iGaming
✅ Strong analytical skills, Excel/Sheets
✅ Experience with Telegram- ticketing
✅ English — Advanced (B2+), Ukrainian/Russian
✅ Experience managing a distributed team
Nice to have
➕ Experience supporting LatAm markets (Brazil, Mexico, Colombia, Chile)
➕ Knowledge of local payment methods (PIX, SPEI, boleto, OXXO)
➕ Experience with incident management
Head of Support (PSP / iGaming) 🎯
Looking for a leader to build the merchant support function from the ground up — processes, team, and metrics that directly drive activation, retention, and processing volume growth.
Responsibilities:
🔹 Build support tiers, escalation flow, knowledge base & playbooks
🔹 Implement QA and own the support tool stack
🔹 Hire and develop the team, build shift schedules across time zones
🔹 Build reporting from scratch (daily/weekly/monthly) on Jira
🔹 Own SLA management: definition, tracking, root-cause analysis
🔹 Define support conversion metrics + run experiments
Requirements:
✅ 3+ years managing a support team, incl. 1+ year as Lead/Head
✅ Experience in FinTech / PSP / high-risk / iGaming
✅ Strong analytical skills, Excel/Sheets
✅ Experience with Telegram- ticketing
✅ English — Advanced (B2+), Ukrainian/Russian
✅ Experience managing a distributed team
Nice to have:
➕ Experience supporting LatAm markets (Brazil, Mexico, Colombia, Chile)
➕ Knowledge of local payment methods (PIX, SPEI, boleto, OXXO)
➕ Experience with incident management
Interested?
If this role sounds like a good match, we'd be happy to connect and discuss details.
Let's talk about how you can become part of a growing team 🚀
