Job Description

Paymentology is the first truly global issuer-processor, giving banks and fintechs the technology, team and experience to rapidly issue and process Mastercard, Visa and UnionPay cards across more than 50 countries, at scale.

Our advanced, multi-cloud platform, offering both shared and dedicated processing instances, vast global presence and richer, real-time data, set us apart as the leader in payments.

The role of the Customer Support Regional Manager is to help the support team resolve the more technically challenging queries whilst also enabling the more junior members to achieve these outcomes themselves.

We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you!

Tasks

What you get to do:

We have an amazing Global Customer Support team ensuring that our enterprise customers around the globe receive world-class service of the highest level, and now we need you!

We are looking for an enthusiastic, disciplined and dedicated individual who has a passion for working in the world of technology and mobile payments.

• Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support.
• Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation, and cross-functional collaboration between disparate organizations internally.
• Develop, implement, and maintain effective internal and external communication
• Identify and plan for future resourcing needs
• Recruit and on-board staff as required
• Develop and maintain effective management of staffing, training, coaching, performance standards, and supervision.
• Ensuring targeted service and performance standards are achieved or exceeded.
• Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.
• Develop analytic, strategic and technical resources to meet client expectations and ensure satisfaction.
• Manage escalations and collaborate with peers.
• Engage directly with customers (external and internal) as required to ensure customer satisfaction
• Ancillary project management.
• Ensure employee satisfaction, engagement and proactive retention
• Take ownership by coordinating the feedback to the customer where analysis is required from other implementation and development departments

The role is diverse especially as you'll be working with global clients and partners across multiple continents. In order to achieve this, you'll first need to become familiar with transaction processing concepts. Agents receive and give training to colleagues across departments on a regular basis, thus you will be receiving extensive support.

Requirements

What it takes to succeed:

This role will bring a strong level of ownership for your personal success in reaching your targets on a daily basis. You will go the extra mile to find creative solutions to accommodate customer requests and queries.

As part of your role in this team, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot, negotiate and provide information and solutions to customers and do so with the highest standards of professional customer care.

You will enjoy working in a dynamic fast-paced environment where you are ready to step outside your comfort zone from time to time.

We believe there is no failure, there are only opportunities to embrace and learn from new experiences as we move forward. This role will bring a high level of accountability and you will thrive under pressure.

You will be able to communicate effectively and efficiently with all of our users who are seeking your help or advice. Your communications skills are critical for strengthening the relationships with our users. You will have contact with users through inbound & Outbound calls, Chat and Email channels.

You will wear multiple hats on any given day, and you will know when to roll up your sleeves and get your hands dirty and know when to pull back and educate and enable the L1 support team to do the job just as you would do.

• Bachelor's Degree in Computer Science or Computer Engineering and/or equivalent working experience
• Minimum 4 - 7 years of Customer Support Center management experience - with special focus on collaborating with HR and operations teams to maximise efficiency and effectiveness
• Strong negotiation, interpersonal, written, oral communication and presentation skills required
• Excellent coaching skills required
• Experience in the Payments industry would be an advantage
• Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer's issues resolved
• Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
• Team player skills to collaborate inside and outside the organization to achieve team and product success
• You have a Player/Coach mindset
• Open-mindedness, willingness to learn, and ability to fail fast to keep progress moving forward
• Passion to engage in solving customer issues and helping them succeed
• Experience with Postman or relevant tools
• Excellent verbal and written communication skills - to ensure customer issues and resolutions are understood, translated and documented accurately
• Working knowledge of Linux Commands, SQL scripts.
• Knowledge on DevOps automation tools is a plus i.e. Jenkins, ELK, DataDog, Terraform etc.

English is our company language, so it is important that you are able to communicate fluently. This is a full-time, remote contractor position and we are looking for candidates in SE Asia. Working flexible hours is essential for our remote team to function.

Benefits

What you can look forward to:

At Paymentology we value making a difference to the lives of the people who work for us and who live in the communities where we operate. You can look forward to working with a diverse, global team where Paymentologists at all levels play an important part in our global mission to advance the world through payments and make a difference on a global scale.