Team Lead of Customer Support at PayDo

📍 Job Overview

Job Title: Team Lead of Customer Support
Company: PayDo
Location: Moldova
Job Type: On-site
Category: Customer Support Management
Date Posted: 2025-06-25
Experience Level: 5-10 years
Remote Status: On-site

🚀 Role Summary

Customer Experience Champion: Lead and drive the customer support team to deliver exceptional service and enhance customer experience across multiple channels and platforms.
Strategic Planner: Identify opportunities for process improvement and implement innovative support solutions to meet evolving customer needs.
Team Builder: Foster a positive, collaborative team culture that emphasizes accountability and a customer-centric approach. Mentor and develop team members to enhance their skills and knowledge.
Cross-functional Collaborator: Work closely with other departments, including product development, sales, and compliance, to ensure a seamless customer experience across all touchpoints.

📝 Enhancement Note: This role requires a strong background in the FinTech industry and proven experience leading high-performing customer support teams. The ideal candidate will have a deep understanding of customer needs and expectations, as well as the ability to develop and implement policies and procedures that improve the customer experience.

💻 Primary Responsibilities

Team Leadership and Management:
- Lead, mentor, and inspire a team of customer support representatives to achieve performance goals and deliver exceptional service.
- Provide guidance, coaching, and ongoing training to enhance team members' skills and knowledge.
- Foster a positive and collaborative team culture that emphasizes accountability and a customer-centric approach.
- Implement required staff rotations, hiring, and lay-offs based on updated performance metrics.
Customer Experience Strategy:
- Identify opportunities to enhance the customer experience through innovative support solutions and process improvements.
- Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms.
- Analyze customer feedback and support metrics to identify trends, internal issues, and areas for improvement.
Operational Excellence:
- Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs.
- Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals.
- Implement tools, technologies, and workflows to optimize support processes and enhance productivity.
Cross-functional Collaboration:
- Collaborate closely with other departments, including product development via DTO, sales/account management, and compliance, to ensure a seamless customer experience across all touchpoints.
- Oversee essential customer requests and inquiries from compliance and account management teams.
- Act as a customer advocate within the organization, representing the customer's voice in decision-making processes and product development initiatives.

📝 Enhancement Note: The primary responsibilities for this role require a strong focus on customer experience, team leadership, and cross-functional collaboration. The ideal candidate will have a proven track record in driving operational excellence and implementing innovative support solutions.

🎓 Skills & Qualifications

Education: A bachelor's degree in Business Administration, Marketing, or a related field is preferred. Relevant experience may substitute for formal education.

Experience: A minimum of 5-10 years of experience in the FinTech industry, with at least 3 years in a similar managerial position on an international level. Proven experience leading and motivating high-performing teams (7+ people) is essential.

Required Skills:

Experience in the FinTech industry (a must)
Proven experience leading and motivating high-performing teams
Ability to foster a positive and collaborative team culture
Deep understanding of customer needs and expectations
Ability to identify areas for improvement and implement innovative solutions
Ability to develop and implement policies and procedures
Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
Financial and business acumen

Preferred Skills:

Experience working in a fast-paced, dynamic environment
Familiarity with Agile methodologies and project management tools
Knowledge of multiple languages (English is a must)

📝 Enhancement Note: The required and preferred skills for this role emphasize the need for a strong background in the FinTech industry, proven leadership experience, and a deep understanding of customer needs and expectations. The ideal candidate will also possess strong financial and business acumen, as well as proficiency in relevant software and tools.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date resume highlighting relevant experience in customer support management, team leadership, and process improvement.
Examples of successful customer support strategies and initiatives implemented in previous roles.
Performance metrics and customer satisfaction scores demonstrating the impact of your leadership on customer experience and team performance.
Testimonials or recommendations from colleagues or superiors that highlight your leadership, communication, and customer-centric skills.

Technical Documentation:

Detailed process documentation outlining your approach to customer support, team management, and process improvement.
Examples of performance metrics and analytics reports used to identify trends and areas for improvement.
Case studies or success stories demonstrating your ability to drive operational excellence and enhance the customer experience.

📝 Enhancement Note: The portfolio requirements for this role focus on demonstrating a strong background in customer support management, team leadership, and process improvement. The ideal candidate will provide concrete examples of their impact on customer experience and team performance, as well as detailed process documentation and performance metrics.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between €45,000 and €65,000 per year, based on regional market standards for experienced customer support managers in the FinTech industry. This estimate takes into account the candidate's experience level, the company's size and industry, and regional cost of living.

Benefits:

Paid vacation days (with the flexibility to transfer unused days or receive compensation)
Paid sick leave days (accommodating emergencies and medical needs)
Additional holidays aligned with the local calendar
Multiple payment options, including private entrepreneurship accounts or popular e-wallets
Empowerment through professional development, including a yearly allocation for advancing professional expertise
Unlock your potential with transparent career growth opportunities, including Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance
Make a lasting impact through unique projects and exceptional bonuses through the PayDo Ideas Hub
Flexible and people-centric culture, with a focus on work-life balance and employee well-being

📝 Enhancement Note: The salary range and benefits for this role are based on regional market standards for experienced customer support managers in the FinTech industry. The ideal candidate can expect a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: PayDo operates in the FinTech industry, offering multicurrency IBANs, merchant solutions, and mass payment options. With all features available through one platform and contract, PayDo provides premium and convenient payment services.

Company Size: PayDo is a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta. The company operates in 140 countries and over 25 industries, employing a global team of specialists.

Founded: PayDo was founded with a mission to provide convenient and accessible payment services to businesses and individuals worldwide.

Team Structure:

A global team of specialists, including customer support representatives, product developers, sales and account management professionals, and compliance experts.
A flat organizational structure that encourages collaboration and cross-functional teamwork.
A customer-centric culture that prioritizes the needs and expectations of customers in all decision-making processes.

Development Methodology:

Agile methodologies and project management tools are used to drive continuous improvement and innovation.
A focus on customer experience and user-centric design principles guide the development of new products and features.
Regular performance reviews and feedback mechanisms ensure that team members have the opportunity to grow and develop their skills and knowledge.

Company Website: PayDo

📝 Enhancement Note: PayDo's company culture is characterized by a strong focus on customer experience, collaboration, and continuous improvement. The company's global presence and flat organizational structure provide unique opportunities for career growth and development.

📈 Career & Growth Analysis

Customer Support Management Career Level: This role is at the team lead level, with responsibility for leading and managing a team of customer support representatives. The ideal candidate will have a proven track record in driving operational excellence and enhancing the customer experience.

Reporting Structure: The customer support team lead reports directly to the CEO and works closely with other department heads, including product development, sales, and compliance, to ensure a seamless customer experience across all touchpoints.

Technical Impact: The customer support team lead is responsible for driving operational excellence and enhancing the customer experience through innovative support solutions and process improvements. This role has a significant impact on customer satisfaction, loyalty, and retention.

Growth Opportunities:

Team Expansion: As the company continues to grow, there will be opportunities for the customer support team lead to expand their team and take on additional responsibilities.
Cross-functional Collaboration: The customer support team lead will have the opportunity to work closely with other departments, including product development, sales, and compliance, to drive operational excellence and enhance the customer experience.
Career Progression: With a transparent career growth structure, the customer support team lead has the opportunity to advance to lead, head, and even C-level roles within 1, 2, and 4 years, respectively, based on exceptional performance.

📝 Enhancement Note: The customer support team lead role at PayDo offers significant opportunities for career growth and development, as well as the chance to make a lasting impact on the company's customer experience and operational excellence.

🌐 Work Environment

Office Type: PayDo's global offices provide a collaborative and dynamic work environment, with a focus on cross-functional teamwork and innovation.

Office Location(s): PayDo has offices in multiple countries, with the customer support team based in Moldova.

Workspace Context:

A modern and well-equipped workspace, with access to relevant software and tools.
Collaborative workspaces that encourage team interaction and cross-functional collaboration.
Flexible work arrangements that prioritize work-life balance and employee well-being.

Work Schedule: The customer support team operates on a 24/7 basis, with team members working in shifts to ensure continuous coverage. The work schedule is designed to accommodate regional time zones and provide flexibility for team members.

📝 Enhancement Note: PayDo's global offices provide a collaborative and dynamic work environment, with a focus on cross-functional teamwork and innovation. The company's flexible work arrangements and regional time zone accommodation ensure that team members have the opportunity to achieve a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

CV Screening: A thorough review of the candidate's resume and portfolio to assess their qualifications and fit for the role.
TA Intro Call: A brief call with a member of the talent acquisition team to discuss the role, the company, and the candidate's expectations.
Technical Interview (up to 60 minutes): A comprehensive interview focused on the candidate's technical skills, leadership experience, and problem-solving abilities. This interview may include live coding exercises, case studies, or scenario-based questions.
Final Interview with CEO: A final interview with the CEO to assess the candidate's cultural fit, strategic thinking, and long-term potential within the organization.
Job Offer: A formal job offer, including salary, benefits, and start date, will be extended to the successful candidate.
Welcome Onboard: A comprehensive onboarding process to help the new team member integrate into the team and the company's culture.

Portfolio Review Tips:

Highlight successful customer support strategies and initiatives implemented in previous roles.
Include performance metrics and customer satisfaction scores demonstrating the impact of your leadership on customer experience and team performance.
Provide concrete examples of your ability to drive operational excellence and enhance the customer experience through innovative support solutions and process improvements.
Tailor your portfolio to showcase your understanding of PayDo's unique business model and customer base.

Technical Challenge Preparation:

Brush up on your knowledge of customer support best practices, process improvement methodologies, and relevant software and tools.
Familiarize yourself with PayDo's unique business model and customer base, as well as the company's values and culture.
Prepare for scenario-based questions that focus on your ability to lead and manage a team, drive operational excellence, and enhance the customer experience.

ATS Keywords: (Organized by category)

Customer Support: Customer Service, Customer Experience, Customer Satisfaction, Customer Retention, Customer Loyalty, Customer Advocacy, Customer-centric, Customer-focused
Team Leadership: Team Management, Team Building, Team Development, Mentoring, Coaching, Training, Performance Evaluation, Performance Management, Employee Engagement, Employee Development
Process Improvement: Process Optimization, Operational Excellence, Lean Six Sigma, Kaizen, Agile, Scrum, Kanban, Continuous Improvement, Change Management
Cross-functional Collaboration: Stakeholder Management, Cross-functional Teamwork, Collaboration, Communication, Project Management, Agile, Scrum, Kanban, Product Development, Sales, Marketing, Compliance
FinTech Industry: FinTech, Electronic Money Institution, EMI, Payment Services, Mass Payment, Merchant Solutions, Multicurrency IBANs, FCA, FINTRAC, MFSA, Financial Services, Banking, Fintech, Neobanking
Soft Skills: Leadership, Strategic Thinking, Problem-solving, Decision-making, Communication, Negotiation, Conflict Resolution, Change Management, Stakeholder Management, Influencing, Persuasion, Presentation, Public Speaking
Industry Terms: Customer Support, Customer Service, Customer Experience, Customer Satisfaction, Customer Retention, Customer Loyalty, Customer Advocacy, Customer-centric, Customer-focused, Team Leadership, Team Management, Team Building, Team Development, Mentoring, Coaching, Training, Performance Evaluation, Performance Management, Employee Engagement, Employee Development, Process Improvement, Operational Excellence, Lean Six Sigma, Kaizen, Agile, Scrum, Kanban, Continuous Improvement, Change Management, Cross-functional Collaboration, Stakeholder Management, FinTech, Electronic Money Institution, Payment Services, Mass Payment, Merchant Solutions, Multicurrency IBANs, FCA, FINTRAC, MFSA, Financial Services, Banking, Fintech, Neobanking

📝 Enhancement Note: The interview process for the customer support team lead role at PayDo is designed to assess the candidate's technical skills, leadership experience, and cultural fit. The portfolio review tips and technical challenge preparation strategies provided will help the ideal candidate demonstrate their ability to drive operational excellence and enhance the customer experience.

📌 Application Steps

To apply for this customer support team lead position at PayDo:

Submit your application through the application link: Include your resume, portfolio, and any other relevant documents that highlight your qualifications and fit for the role.
Tailor your resume and portfolio: Highlight your relevant experience in customer support management, team leadership, and process improvement. Include specific examples of your impact on customer experience and team performance.
Prepare for the technical interview: Brush up on your knowledge of customer support best practices, process improvement methodologies, and relevant software and tools. Familiarize yourself with PayDo's unique business model and customer base, as well as the company's values and culture.
Research the company: Learn about PayDo's mission, vision, and values, as well as the company's global presence and customer base. Understand the company's unique approach to payment services and customer support.
Practice scenario-based questions: Prepare for questions that focus on your ability to lead and manage a team, drive operational excellence, and enhance the customer experience. Use the portfolio review tips and technical challenge preparation strategies provided to help you succeed in the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Team Lead of Customer Support