Operations Support Team Lead

As an Operations Support Team Lead at PayFuture, you will play a critical role in managing the

Operations Support team, ensuring top-notch service delivery and client satisfaction. You will

lead and mentor a team of Operations Support Associates while also overseeing day-to-day

operations, implementing processes, and enhancing team performance.

Requirements

• Leading and motivating the operations support team to achieve organizational goals
• Managing the teams performance, offering feedback, and conducting performance evaluations
• Providing training and development opportunities for team members
• Ensuring proper documentation of customer interactions and compliance with quality standards
• Coordinating with other departments to resolve client issues effectively
• Identifying process improvements and implementing changes as necessary
• Monitoring team workload and ensuring timely resolution of client inquiries
• Reporting on team and individual KPIs to senior management
• Handling escalated client issues and complaints
• Providing insights and feedback on product enhancements based on client interactions

You will be a good fit if you:

• Align with our values of Belief, Transparency, Accountability Ownership, Relentlessness and Speed
• Have 3+ years of experience in merchant support, with at least 1 year in a team lead role
• Have a proven track record of effective team management and performance
• improvement
• Possess excellent communication and interpersonal skills
• Are highly organised, with strong analytical and problem-solving skills
• Have a customer-oriented mindset along with the ability to resolve complex client issues
• Have experience with support tools and platforms like ZenDesk, CRM software, and MS Office Suite
• Have the willingness to work on shift schedules as needed

Additional Requirements:

• Experience in the e-commerce or digital payments industry is a plus
• Ability to adapt to fast-paced and changing environments
• Demonstrated ability to lead a team and manage multiple priorities successfully
• Strong computer skills and ability to learn new applications quickly
• Team player, fostering a positive work environment

Education:

Bachelors degree in Business, Communications, Customer Service, or a related field (preferred

but not required).