👤 Head of Support and Trader Relations Fintech High-Risk PSP (remote)
We are looking for a strong leader to take over technical support and operational interaction with traders in a high-risk payment system.
We need someone strictly with experience in payment systems / P2P / high-risk / crypto / fintech, who understands the specifics of payment infrastructure operations, can quickly resolve technical issues, and build team workflows.
Responsibilities
- Lead the technical support team: hiring, training, scheduling, quality control, and KPIs.
- Establish 24/7 support operations and a clear escalation system.
- Act as the primary point of contact between support, traders, and the technical team.
- Promptly resolve payment issues: stuck transactions, errors, statuses, details, limits, technical failures, and other non-standard situations.
- Oversee trader inquiries and dispute cases.
- Monitor SLAs and the speed of critical incident resolution.
- Identify recurring problems and provide specific tasks to development for fixes.
- Formulate technical specifications for improving internal support tools and the trader dashboard.
- Optimize processes to ensure the maximum number of issues are resolved without manual intervention.
- Develop regulations, instructions, and a knowledge base.
- Analyze the causes of errors, conversion losses, and other issues within operational processes.
- Participate in onboarding and supporting new traders.
Who we are looking for
- Experience in high-risk payment systems, P2P processing, crypto/fintech, or related payment products is mandatory.
- Understanding of the payment lifecycle and potential points of failure.
- Experience managing a technical support or operations team.
- Ability to communicate effectively with both developers and traders.
- Ability to independently resolve complex technical cases.
- Understanding of APIs, logs, callbacks/webhooks, transaction statuses, and payment system integration principles.
- Ability to work under high transaction volumes and with a high cost of error.
- Systematic approach and the ability to transform chaotic inquiries into structured processes.
- A big plus would be experience working directly with traders, merchants, and payment teams, understanding P2P traffic, payment routes, conversion, and reasons for transaction rejections.
What we offer
- Work with a rapidly developing payment product.
- Significant responsibility and real influence on processes.
- Opportunity to independently build and develop a strong team.
- Minimal bureaucracy and fast decision-making.
- Competitive salary - discussed individually based on experience.
Important: we are considering candidates specifically from the industry. If you have already worked within high-risk payment infrastructure and understand the interactions between traders, support, and the technical team, we would be happy to meet you.
📩 To apply, please send:
• Vacancy title:
• Resume;
• Brief description of achievements;
• Salary expectations.
