Job
Hybrid
Core
Lead daily support operations, coach associates, and resolve complex merchant escalations for a global payment gateway.
Role type
Senior IC technical support lead (payments)
Builds
Efficient support operations and improved merchant experience
Domain
Fintech / Payments
Deliverable
dashboards & analysis
Required skills
B2B payments domain expertise, team coaching and mentoring, operational queue management, complex technical troubleshooting, stakeholder coordination, people development frameworks, API and payment system knowledge, basic SQL/database queries
Preferred skills
None stated
Technologies
APIs, SQL, databases
Responsibilities
Manage shift performance and inbox efficiency, coach and develop support associates, resolve escalated merchant issues, partner with training and knowledge teams to improve processes
Seniority
Senior, hands-on IC
