About the position
ENVIRONMENT:
Are you passionate about fintech, digital payments, and delivering exceptional customer experiences? Our client, a leading digital payments company, is seeking a Customer Support Team Lead to oversee a small, dynamic team. In this role, you’ll lead less than 10 customer support specialists, ensuring smooth daily operations while helping merchants and users resolve transaction issues efficiently. This is your chance to play a pivotal role in shaping the future of financial technology across Africa.
DUTIES:
Team Leadership & Coaching:
- Lead, mentor, and motivate a team of customer support specialists.
- Monitor team performance, provide feedback, and implement coaching strategies to enhance quality.
- Support career development and skill-building within the team.
Customer & Merchant Support:
- Provide guidance to merchants and users on payment processes.
- Resolve complex payment and transaction issues.
- Support merchants with dashboards, plugins, and payment methods troubleshooting.
Transaction Monitoring & Analysis:
- Monitor transactions, identify patterns, and investigate anomalies.
- Analyze issues and recommend solutions to optimize payment operations.
- Ensure accurate and timely reporting of issues and resolutions.
Operational Excellence:
- Review team responses to ensure accuracy and quality.
- Collaborate with internal teams to improve processes and systems.
- Adjust, enable, or disable payment channels when required.
REQUIREMENTS:
- Matric (Grade 12) required; additional skills such as marketing, graphic design, business development, or sales are advantageous.
- Experience in fintech, payments, or transaction monitoring, or strong interest in the industry.
- Proven leadership experience, preferably managing small teams.
- Strong analytical skills with the ability to solve problems efficiently.
- Excellent verbal and written communication in English.
- Tech-savvy; comfortable using dashboards, reporting tools, and troubleshooting digital platforms.
- Ability to work in a fast-paced, high-growth environment.
ATTRIBUTES:
- Strong leadership and team management skills
- Analytical mindset and problem-solving ability
- Adaptable, tech-savvy, and proactive
- Excellent interpersonal and communication skills
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
COMMENTS:
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Apply here [URL Removed] e-mail a Word copy of your CV to [Email Address Removed] and mention the reference number of the job.
Desired Skills:
