Team Lead, Payment Experience, Americas (Customer Support)
Core
Lead the Americas Payment Experience team, serving as the primary escalation point for complex payer issues and driving process optimization to ensure a frictionless experience.
Role type
Senior IC customer support team lead (payments)
Builds
Payment solutions and support processes for global education, healthcare, travel, and B2B clients
Domain
Global payments, higher education, healthcare, travel, B2B
Deliverable
client delivery
Required skills
complex issue resolution, team leadership, data analysis, process optimization, stakeholder communication, project management
Preferred skills
payment industry experience (banking/forex), international experience, additional languages (French/Portuguese)
Technologies
Zendesk, Google Workspace, Looker, CRM software
Responsibilities
Provide solutions to complex payer enquiries via phone, chat, and email; manage daily team operations and project execution; design regional team directions and optimize processes using data; serve as the key escalation point and voice for payers; handle team administrative tasks including scheduling, training, and quality reviews.
Seniority
Senior, hands-on IC with leadership responsibilities