ZR_253_Team Lead (Passport)
Core
Supervise a team of Analysts and Senior Analysts to ensure smooth day-to-day support operations for a unified payments platform.
Role type
Team Lead (Customer Support)
Builds
Customer support operations for a fintech payments platform
Domain
Fintech / Payments
Deliverable
dashboards & analysis
Required skills
Team supervision, SLA monitoring, performance coaching, escalation management, process training, reporting, stakeholder coordination
Preferred skills
Finance/Business/Tech domain background, fintech/banking experience, Zendesk/Salesforce/Freshdesk familiarity, U.S. customer service culture knowledge
Responsibilities
Supervise daily workflows and manage team scheduling, Monitor case queues and SLA adherence, Act as the first point of escalation for customer issues, Review team performance and provide coaching, Conduct knowledge-sharing sessions and process training, Prepare and deliver performance reports