Senior Merchant Support

We are seeking a dynamic and experienced Senior Technical Support to join our team in the online payments industry. This role is instrumental in delivering advanced technical support, managing escalated issues, and collaborating with cross-functional teams to enhance our service offerings. You will be responsible for ensuring a seamless payment experience for our clients while upholding strict compliance and operational standards in a 24/7 environment.

Key Responsibilities

• Advanced Technical Support & Escalation:
• Provide advanced technical support to resolve payment-related issues, ensuring secure and uninterrupted online transactions.
• Serve as a point of escalation for complex technical challenges in the payments ecosystem, including issues related to fraud, compliance, and transaction failures.
• Collaboration & Product Feedback:
• Work closely with product and engineering teams to incorporate customer feedback and enhance the robustness and security of our payment solutions.
• Engage in regular cross-functional meetings to align on improvements and innovation initiatives.
• Best Practices & Process Development:
• Develop, document, and implement best practices for the support team, with a focus on payment security and compliance standards (e.g., PCI-DSS).
• Monitor and analyze customer success metrics and satisfaction to continuously optimize support processes and service quality.
• Team Leadership & Mentorship:
• Mentor and manage support team members and operations employees, fostering a proactive, customer-centric culture.
• Ensure timely and effective resolution of high-priority issues, particularly those impacting online payment reliability and security.
• Customer Retention & Partnership Building:
• Implement strategies to build lasting partnerships, ensuring clients derive ongoing value and trust from our online payment solutions.
• Oversee 24/7 service availability to guarantee uninterrupted access to our platforms and support for clients

• Experience:
• 3-5 years of experience in customer success, technical support, or operations within the online payments, fintech, or related technology industries.
• Proven track record in managing escalated technical issues and collaborating with cross-functional teams in a high-stakes, regulated environment.
• Skills:
• Strong technical troubleshooting skills with a deep understanding of online payment systems, security protocols, and compliance requirements.
• Exceptional leadership, mentorship, and team-building abilities.
• Proficiency in analyzing customer success metrics and operational KPIs.
• Excellent communication and interpersonal skills.
• Education:
• Bachelor’s degree in Business, Information Technology, Operations Management, or a related field. Advanced degrees or relevant certifications (e.g., in cybersecurity, fintech) are a plus.