Team Lead, Payment Experience, Americas (Customer Support)
Core
Lead a regional Payment Experience team to troubleshoot payer issues, drive process optimization, and serve as the key escalation point for associates.
Role type
Senior IC customer support team lead (payments)
Builds
Payment solutions and frictionless payer experiences
Domain
Fintech / Global Payments
Required skills
Customer support leadership, complex issue resolution, data analysis, team management, process optimization, stakeholder communication
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 issues via phone/chat/email, manage daily team operations and projects, drive process efficiency and scaling, handle team training and quality reviews, act as the main voice for payers to escalate insights
Seniority
Senior, hands-on IC with leadership scope