About the company
An international fintech company with over 10 years of experience in payment solutions for online businesses: electronic wallets, internet acquiring, mass payouts, virtual cards, online banking. 300,000+ clients worldwide. Profitable business, self-funded growth.
Responsibilities
- Take operational management of a support team of 25+ people, responsible for supporting the company's B2B and B2C products.
- Form a second line of support: define roles, responsibilities, escalation rules, and task handover to IT.
- Implement metrics, SLAs, and regular reporting on support performance.
- Build a clear system of KPIs and bonuses for the team.
- Establish a knowledge base, onboarding, and product training: from phased access to inquiries to regular knowledge checks.
- Ensure regular information exchange between support, product, and technical teams: about releases, product changes, technical incidents, provider restrictions, and expected customer inquiries.
- Set unified standards for customer communication: tone of voice, response templates, quality control, and team development.
- Develop competencies within the team for working with the mass B2C segment.
- Evaluate existing support tools and propose improvements, including automation and AI solutions.
What we expect from you
- Experience in fintech, payment services, acquiring, trading, or affiliate/partner marketing.
- Understanding of international and currency payments: specifics of SWIFT and SEPA transfers, virtual cards, Apple Pay, and MCC.
- Experience managing a support team of 20-30 people.
- Experience in building or deeply transforming support processes.
- Ability to build a system of metrics, SLAs, reporting, and quality management.
- Experience in creating knowledge bases, onboarding, and training programs.
- Technical literacy: understanding of cloud and self-hosted solutions, payment data security requirements, basic understanding of logs, and the ability to interact meaningfully with development.
- Knowledge of modern helpdesk systems, omnichannel support, bots, and AI tools.
- English for confident written communication.
- Experience supporting B2C products.
- Experience managing a distributed, shift-based support team.
- Independence, systematic approach, structure, and readiness to personally drive changes within the team.
What we offer
- Fully remote work, with a focus on the Moscow time zone.
- Flexible payment: in rubles, dollars, or euros, depending on your location.
- Employment: Sole Proprietorship, self-employed, or contract with a foreign company — your choice.
- 13th salary.
