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payments fintech customer service leadership sla📋 Description
- Lead and manage a team of Support Specialists; ensure high performance.
- Act as primary escalation point for complex or high-priority issues.
- Oversee day-to-day support operations; meet SLAs.
- Monitor metrics: SLA adherence, CSAT, and resolution times.
- Conduct regular 1:1s and performance reviews.
- Collaborate with Product, Engineering, Account Management, and Sales to resolve escalations.
🎯 Requirements
- Experience in payments or fintech
- Proven people management in a customer support environment
- Strong leadership and coaching to develop high-performing teams
- Excellent written and verbal communication; adaptable messaging
- Experience using customer ticketing systems
- Ability to manage and prioritize workload; handle escalations
🎁 Benefits
- Annual bonus scheme (depends on performance)
- Holiday: 15 days + 12 public holidays yearly
- 45-hour work week
- Family-friendly policies (maternity/paternity pay)
- Allocated company training budget
- Wellbeing program incl. mental health support and weekly yoga
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