Customer Support Lead
局部支付是一个专门为新兴市场提供本地和跨境支付解决方案的金融科技公司。我们的平台使全球企业能够通过每个国家的本土方法接受本地货币支付，从而促进其国际扩张。在2024年，局部支款与全球技术和数字媒体公司阿勒夫集团签订了战略合作伙伴关系。这项合作增强了我们的能力和范围，将坚实的支付基础设施结合到更广泛的数字生态系统中。我们正在寻找一个客户支持领导者来建立，领导和扩展服务于关键企业商人的支持团队。你将拥有支持运营的终端到终端 人员，流程，SLA 和工具 通过积极解决问题，数据驱动性能管理和在跨境支付的充满活力的世界中战略客户参与来推动保留。责任 ·领导并发展 L1/L2支持分析师团队：招聘，培训，覆盖和绩效。·对企业商家进行自己的支持运作和 SLA,包括过程，升级矩阵和工具 (Zendesk/Zoho Desk). ·作为关键事件高级升级点，与商人和内部团队协调。·领导 RCA 和后死亡情况重复发生事件并跟踪纠正行动。· 定义和报告支持 KPIs （FRT,解决时间，SLA,CSAT）并将其转化为行动计划。· 与战略客户一起与帐户管理进行保留和 SLA 审查。·建立知识库并推动人工智能和自动化支持。· 将客户的声音带到产品，工程，合规和运营中。要求 · 6年以上的客户或技术支持，包括23年的领导团队。·经验在金融科技，支付或 B2B SaaS 领域与企业客户。·强大的了解支付流程和 LATAM 方法 （Pix,Boleto,SPEI,PSE,Oxxo,Rapipago,日志卡）. ·使用 API,HTTP 错误和 Grafana 中的本地分析。· 高级 Zendesk 或 Zoho Desk,加上 Jira,Slack 和 Excel/BI;人工智能工具+. · SLA,KPI 和过程设计的追踪记录。· 英语和西班牙文流利；葡萄牙语+.最初发布在喜马拉雅山脉
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Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion.
In 2024, Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company. This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem.
We are looking for a Customer Support Lead to build, lead and scale our support team serving key enterprise merchants. You will own the support operation end to end — people, processes, SLAs and tooling — driving retention through proactive issue resolution, data-driven performance management and strategic client engagement in the dynamic world of cross-border payments.Responsibilities
- Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance.
- Own support operations and SLAs for enterprise merchants, including processes, escalation matrix and tooling (Zendesk/Zoho Desk).
- Act as the senior escalation point for critical incidents, coordinating with merchants and internal teams.
- Lead RCA and post-mortems for recurring incidents and follow up on corrective actions.
- Define and report support KPIs (FRT, resolution time, SLA, CSAT) and turn them into action plans.
- Join retention and SLA reviews with strategic clients alongside Account Management.
- Build the knowledge base and drive AI and automation in support.
- Bring the voice of the customer to Product, Engineering, Compliance and Operations.
Requirements
- 6+ years in customer or technical support, including 2–3 years leading teams.
- Experience in fintech, payments or B2B SaaS with enterprise clients.
- Strong knowledge of payment flows and LATAM methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).
- Comfortable with APIs, HTTP errors and log analysis in Grafana.
- Advanced Zendesk or Zoho Desk, plus Jira, Slack and Excel/BI; AI tools a plus.
- Track record with SLAs, KPIs and process design.
- Fluent English and Spanish; Portuguese a plus.
Originally posted on Himalayas