The posting
The Head of Support is responsible for leading the Support team and its members and ensuring they are operating with maximum efficiency and effectiveness. This role will require a dynamic individual who is comfortable working in a start-up environment, can draw insight quickly and make decisions rapidly, has excellent problem-solving skills, has the ability to influence change and can manage across multiple departments and conflicting priorities.
The position is based in the Philippines and reports to Director, Philippines unless instructed otherwise.
Main Duties & Key responsibilities
- Overseeing all customer (consumer) support, pre-live client support (e.g. product/service related queries from prospective merchants and clients, on-boarding processing including application/document completion and review, account activation and integration support) and post-launch client support (e.g. client inquiries, system downtime notifications, simple problem solving, error reporting and escalation, support ticket monitoring and resolution, risk and chargeback management)
- Overseeing and managing partner boarding projects (i.e. requirement coordination, API/system specification review, agreement review process) and ongoing support (e.g. monitoring service availability and coordinating the fix for downtimes/system errors/etc.)
- Delivering seamless support and issue resolution to customers, merchants/clients, and partners
- Taking a leading role in building the Company’s support capabilities, and implementing an executable strategy including recruiting teams, implementing processes and tools to meet the Company’s business goals
- Defining and building the optimum team structure; driving operational improvements through lean operations
- Leading key strategic initiatives identified as part of the operating plan process.
- Leading all major change management efforts relating to Customer/Merchant/Partner Support
- Supervising team members and ensuring full compliance with the Company’s policies
- Creating and maintaining operations plan, standards, and manual for the Support function
- Motivating members of the Support team through regular sharing sessions and coaching team members to ensure they attain a high level of performance, discipline and technical competency
- Defining clear KPIs for team members and conducting performance management discussions with team members
- Understanding the employees in the team and identifying strengths and weaknesses to design and implement development initiatives
- Being change agents through process development and improvement with the aim to be number one in the industry
- Undertaking other duties that may be assigned from time to time
Requirements
- Minimum 7 years of working experience with at least 2 years in leadership capacity in customer/merchant support
- Experience in payment processing, merchant acquiring, credit card fraud and chargeback from a financial institution and/or payments company
- Sound knowledge of merchant risk, payment risk, card association policies, chargeback processes
- Technical background/experience in the payments industry preferred
- Experience working in an early stage start-up, young and dynamic environment as well as a global matrix organization would be added advantage
- Good command of English communication both written and spoken
- Excellent presentation, interpersonal, verbal and written communication skills
- Ability to lead a team of 6-15 people
- Proven ability to cope with conflict, stress and crisis situations.
- Strong leadership, people management experience and decision-making skills.
- Collaborative team player and highly adaptable to the changing needs of internal and external customers.
