Кипрpaytech
Technical Support Team Lead
3 ч. назад
КипрSeniorOnsiteB1
payment processingtransaction lifecyclesapissqloperational managementtechnical supportpeople development
Technical Support Team Lead role at paytech, a company building technology behind modern payments, responsible for leading and developing the support team and ensuring high-quality customer support.
About the company
- paytech builds the technology behind modern payments.
- Our white-label payment gateway, payment orchestration platform, and growing suite of payment products help businesses launch, scale, and optimise their payment infrastructure.
Responsibilities
- Own shift and inbox performance, ensuring efficient workload distribution, timely responses, effective prioritisation, and consistent support quality
- Monitor frontline operations, review complex cases, shift handovers, unresolved issues, and recurring mistakes
- Work closely with associates to resolve challenging cases, identify knowledge gaps, and improve support efficiency
- Conduct regular 1:1 meetings, provide constructive feedback, and coach team members to support their professional development
- Adapt your leadership approach to individual needs, balancing encouragement, accountability, and high performance standards
- Own customer escalations, coordinate technical investigations, and ensure timely resolution of complex merchant issues
- Continuously develop technical expertise in payment systems, products, and integrations
- Promote knowledge sharing, open communication, and continuous improvement within the team
- Collaborate with CX Knowledge, Training, and Digital teams to improve support processes, team capabilities, and merchant experience
Requirements
- Minimum 2 years of experience in B2B payments, with a solid understanding of payment processing, transaction lifecycles, and merchant operations
- Experience leading, mentoring, or coaching technical support professionals
- Strong operational management skills, including queue management, shift performance, response quality, and escalations
- Excellent communication, emotional intelligence, and people development skills
- Ability to provide constructive feedback, motivate individuals, and build strong professional relationships
- Strong analytical thinking, problem-solving skills, and a proactive approach to continuous improvement
- Understanding of people development frameworks, including the 9-Box Talent Grid
- Practical knowledge of APIs, payment systems, and basic SQL/database queries
- Genuine curiosity, willingness to learn, and commitment to personal and team development
- Native-level Russian and English at B1 level or higher
Conditions
- Opportunity to lead and develop a technical support team in a fast-growing fintech environment
- Direct involvement in improving support operations, team performance, and customer experience
- Competitive salary package and performance bonuses
- Professional development and career growth opportunities
- Work equipment tailored to your needs: Mac, Windows, or Linux
- Cozy Limassol office with coffee, snacks, drinks, PS5, and rooftop view
- Private medical insurance after probation and additional benefits, including sport coverage
- Partial lunch coverage
- Full work-permit support