Customer Support Team Lead in PayDo

PayDo, a leading Electronic Money Institution (EMI) authorized by the FCA in the UK and FINTRAC in Canada, operates in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments.Job SummaryAs the Customer Support Team Lead, you will play a pivotal role in overseeing and guiding our support team to ensure excellent customer service and efficient operations. This position is both strategic and hands-on, requiring you to lead by example, drive improvements in customer satisfaction, and actively support your team in achieving their performance goals. You will work closely with cross-functional teams to align support efforts with company objectives and ensure that customer feedback drives continuous improvement.Your regular tasksTeam Performance ManagementCustomer Service Process OptimizationHands-On Support and Problem ResolutionCollaboration and Cross-Departmental CoordinationCustomer Satisfaction Initiatives (CSAT, Trustpilot, etc)Reporting and Continuous ImprovementSkills and qualificationsProven experience in a customer support or customer service role, ideally with some leadership responsibilities (>2 years)Strong analytical skills with the ability to interpret data and make informed decisionsExcellent communication skills and a customer-focused mindsetHands-on experience with customer support tools (e.g., ticketing systems) and familiarity with reporting and quality assurance processesAbility to manage multiple priorities and adapt to changing requirements in a fast-paced environmentProblem-solving skills and the ability to handle escalated customer issues with professionalism and empathyAs a plusJira/Confluence knowledgeFintech experienceHiring StepsOur recruitment process typically includes the following steps: Application ScreeningInterviewing Process & AssessmentTA InterviewTech InterviewTest Assignment (upon request)Final Interview (upon request)Job OfferReference CheckAdvantages of working with usJoin a team of talented individuals who are deeply committed to their roles and the company's missionEmbrace an innovative approach to processes and problem-solving, driven by ambitious goals and plansWork in a collaborative environment dedicated to delivering superior products that meet and exceed customer expectationsEnjoy a workplace that fosters autonomy and trust, empowering you to take ownership of your responsibilitiesSocial Package Competitive compensation packageRemote-first (or you can choose a hybrid format if you work from the UK)Flexible working hours Paid time off: Vacation, sick leave, personal days, and public holidaysBudget for private English classesBudget for external trainingSeize this opportunity and take the next step toward a rewarding career. Apply now! Show more Show lessPosition level Senior secondary level Type of employment Full time Job duties Information technologies Industries Technology, information and the Internet