Head of First Line Support

Remote Head of First Line Support at PayPort. Organize and optimize support department, coordinate requests, implement quality metrics, analyze incidents, manage 25-40 employees. 5+ years support management, payment systems knowledge, English B2+.

PayPort is seeking a Head of First Line Support to organize and optimize the support department and ensure a high level of service for clients and partners. Responsibilities: - Coordinate request execution, implement quality processing metrics, and continuously improve processes. - Analyze incidents and develop proposals to reduce their number and processing time. - Diagnose technical issues and escalate them to relevant departments for rapid resolution. - Regularly check team performance and promptly respond to failures. - Develop, implement, and control customer support strategy and operations. - Manage a team of 25-40 employees, ensuring high performance and motivation.

Candidate location not in Russia. At least 5 years of overall experience in support service management. Higher or secondary specialized education (technical, managerial, or related). Deep understanding of payment system principles (transactions, gateways, authentication). Ability to effectively manage a team and motivate employees to achieve high results. Strong analytical skills and data-driven decision-making ability. Excellent communication skills, leadership qualities, result orientation, and customer focus. Willingness to work in multitasking and high-load conditions. English level B2 or higher.

Remote work format. Competitive salary. Payments twice a month. Vacation: 28 calendar days.