Head of Support and Trader Relations Fintech High-Risk PSP (remote)

Head of Support and Trader Relations for Fintech High-Risk PSP. Remote. Manage technical support and trader relations in high-risk payments/P2P/crypto/fintech. Competitive salary discussed individually.

High-risk payment system (PSP) in fintech/crypto. Manage technical support team: hiring, training, scheduling, quality control and KPIs. Build 24/7 support and clear escalation system. Be the main point of interaction between support, traders and technical team. Promptly resolve payment issues: stuck operations, errors, statuses, requisites, limits, technical failures and other non-standard situations. Control requests and disputed cases from traders. Monitor SLA and speed of resolving critical incidents. Identify recurring issues and pass specific tasks to development. Form technical specifications for improving internal support tools and trader cabinet. Improve processes so most questions are resolved without manual intervention. Develop regulations, instructions and knowledge base. Analyze causes of errors, conversion loss and other operational process issues. Participate in onboarding and supporting new traders.

Required experience in high-risk payments, P2P processing, crypto/fintech or related payment products. Understanding of payment lifecycle and where problems can arise. Experience managing technical support or operational team. Ability to speak the same language with both developers and traders. Ability to independently understand complex technical cases. Understanding of API, logs, callback/webhook, transaction statuses and principles of payment system integration. Ability to work with large volume of operations and high cost of error. Systematic approach and ability to turn chaotic requests into normal processes. Nice to have: experience working directly with traders, merchants and payment teams, understanding P2P traffic, payment routes, conversion and reasons for transaction declines.

Work with an actively developing payment product. Large area of responsibility and real influence on processes. Opportunity to independently assemble and build a strong team. Minimal bureaucracy and fast decisions. Competitive income level - discussed individually depending on experience. Important: we consider candidates specifically from the industry. If you have already worked within high-risk payment infrastructure and understand interaction between traders, support and technical team - we will be glad to meet you.