Head of support
NEWFINTECH
Head of Partner Support Department (trader teams, payment systems)
What you will be doing:
- Organizing and optimizing the support department to ensure a high level of service for our clients and partners.
- Coordinating the execution of requests, implementing quality metrics for processing, and continuously improving processes.
- Analyzing incidents and developing proposals for their reduction and processing time minimization.
- Diagnosing technical problems and escalating them to the relevant departments for quick resolution.
- Regularly monitoring team performance and responding promptly to disruptions.
- Developing, implementing, and controlling the customer support strategy and operations.
- Managing a team of 25-30 employees, ensuring their high performance and motivation.
Requirements:
- At least 3 years of general experience in support service management.
- Higher education or secondary vocational education (technical, management, or related).
- Deep understanding of payment system principles (transactions, gateways, authentication, p2p payments).
- Experience interacting with traders.
- Ability to effectively manage a team and motivate employees to achieve high results.
- Strong analytical skills and ability to make data-driven decisions.
- Excellent communication skills, leadership qualities, results orientation, and customer focus.
- Willingness to work in a multitasking environment with a 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.
