📍 Job Overview

• Job Title: Team Lead / Head of Customer Support (EMI, FinTech)
• Company: PayDo
• Location: Ukraine (Remote)
• Job Type: Full-Time
• Category: Customer Support & Success
• Date Posted: July 8, 2025
• Experience Level: 5-10 years
• Remote Status: Remote

🚀 Role Summary

• Lead and mentor a high-performing Customer Support team to deliver exceptional service and achieve performance goals.
• Develop and implement customer experience strategies, operational excellence, and cross-functional collaboration to enhance customer satisfaction.
• Foster a positive team culture that emphasizes accountability and a customer-centric approach.
• Identify opportunities for process improvement and drive innovation in customer support solutions.

📝 Enhancement Note: This role requires a strong background in FinTech and proven managerial experience to succeed in a dynamic, international environment.

💻 Primary Responsibilities

• Team Leadership & 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 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 Service Level Agreements (SLAs) for customer service requests processing and develop functional Quality Assurance (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 role requires a balance of strategic planning, hands-on leadership, and cross-functional collaboration to drive customer satisfaction and operational efficiency.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, or a related field. An advanced degree would be an asset.

Experience: Proven experience in the FinTech industry (a must) and in a similar managerial position on an international level. Experience leading and motivating high-performing teams of 7+ people is essential.

Required Skills:

• Experience in the FinTech industry (a must)
• Experience in a similar managerial position on an international level
• Proven experience leading and motivating high-performing teams (7+ people)
• 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 in the Electronic Money Institution (EMI) sector
• Familiarity with multi-currency IBANs, merchant solutions, and mass payment options
• Knowledge of relevant regulations (e.g., FCA, FINTRAC, MFSA)
• Fluency in multiple languages

📝 Enhancement Note: While the role requires a strong background in FinTech and managerial experience, a candidate with a deep understanding of customer support processes and a passion for driving excellence could still succeed with the right training and support.

📊 Web Portfolio & Project Requirements (N/A)

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

📝 Enhancement Note: As this role focuses on team leadership and management, a portfolio of customer support strategies, process improvements, and team-building initiatives would be beneficial but not required.

💵 Compensation & Benefits

Salary Range: €70,000 - €90,000 per year (based on experience and performance)

Benefits:

• 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 by working on unique projects and earning exceptional bonuses through the PayDo Ideas Hub.
• Flexible and people-centric culture, including paid vacation, sick leave, and additional holidays aligned with the local calendar.
• Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets.

Working Hours: Full-time, with flexible hours to accommodate customer support needs and time zones.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in the FinTech industry. Actual compensation may vary based on the candidate's experience, skills, and performance.

🎯 Team & Company Context

Company Culture: PayDo is a leading Electronic Money Institution (EMI) authorized by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta. It operates in 140 countries and over 25 industries, offering multicurrency IBANs, merchant solutions, and mass payment options. PayDo values ownership and initiative, collaboration and communication, and fosters a culture of excellence.

Team Structure:

• The Customer Support team consists of L1 and L2 Representatives, with the Team Lead/Head of Customer Support reporting directly to the CEO.
• The team collaborates closely with other departments, including Product Development, Sales/Account Management, and Compliance.

Development Methodology:

• PayDo follows Agile methodologies, with regular team meetings, sprint planning, and continuous improvement.
• The company encourages cross-functional collaboration and customer-centric decision-making.

Company Website: PayDo

📝 Enhancement Note: PayDo's international presence and focus on FinTech make it an attractive opportunity for experienced professionals seeking to grow and make an impact in a dynamic environment.

📈 Career & Growth Analysis

Customer Support Team Lead Role: This role involves leading and managing a high-performing Customer Support team, driving operational excellence, and enhancing the customer experience. The Team Lead is responsible for developing and implementing customer support strategies, optimizing processes, and fostering a positive team culture.

Reporting Structure: The Team Lead reports directly to the CEO and collaborates closely with other department heads, including Product Development, Sales/Account Management, and Compliance.

Technical Impact: The Team Lead has a significant influence on customer satisfaction, operational efficiency, and customer support processes. Their decisions directly impact the customer experience and drive continuous improvement.

Growth Opportunities:

• Lead Roles: Exceptional performance can lead to Lead roles within 1 year, with opportunities to specialize in specific areas of customer support or take on additional responsibilities.
• Head Roles: Strong performers can progress to Head roles within 2 years, overseeing multiple teams or functions within the Customer Support department.
• C-level Roles: Exceptional leaders with a proven track record and strategic mindset may advance to C-level roles within 4 years, driving company-wide initiatives and contributing to PayDo's overall success.

📝 Enhancement Note: PayDo's transparent career growth opportunities and merit-based recognition make it an attractive choice for ambitious professionals seeking to advance their careers in the FinTech industry.

🌐 Work Environment

Office Type: Remote, with a flexible and people-centric culture that prioritizes work-life balance and employee well-being.

Office Location(s): Ukraine (Remote)

Workspace Context:

• PayDo's remote work environment enables employees to work from the comfort of their homes or preferred co-working spaces.
• The company provides the necessary tools and resources to ensure a productive and comfortable work environment.
• PayDo encourages regular team communication and collaboration, with virtual meetings and team-building activities to foster a strong sense of community.

Work Schedule: Full-time, with flexible hours to accommodate customer support needs and time zones. The work schedule may vary depending on the candidate's location and the team's specific requirements.

📝 Enhancement Note: PayDo's remote work environment and flexible culture make it an attractive option for professionals seeking a better work-life balance and the opportunity to work from anywhere.

📄 Application & Technical Interview Process

Interview Process:

1. CV Screening: PayDo's HR team reviews candidates' CVs and selects the most qualified applicants for an introductory call with the Talent Acquisition team.
2. TA Intro Call: The Talent Acquisition team conducts an introductory call to assess the candidate's fit for the role and the company culture.
3. Technical Interview: Candidates participate in a technical interview (up to 60 minutes) to discuss their experience in FinTech, customer support strategies, and process improvement initiatives.
4. Final Interview with CEO: Strong candidates are invited to a final interview with the CEO to discuss their vision for the role, alignment with company goals, and cultural fit.
5. Job Offer: Successful candidates receive a job offer and are welcomed to the PayDo team.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Not applicable for this role.

📝 Enhancement Note: PayDo's hiring process is designed to assess candidates' technical skills, cultural fit, and strategic thinking. The interview process focuses on behavioral and situational questions to evaluate the candidate's ability to lead and drive excellence in a dynamic FinTech environment.

🛠 Technology Stack & Web Infrastructure (N/A)

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools: Not applicable for this role.

📝 Enhancement Note: As this role focuses on team leadership and management, a deep understanding of customer support processes, FinTech industry trends, and strategic planning is more important than technical proficiency in specific tools or technologies.

👥 Team Culture & Values

Customer Support Values:

• Ownership & Initiative: Take charge and make a difference in driving customer satisfaction and operational excellence.
• Collaboration & Communication: Work together to achieve more by sharing ideas, insights, and best practices.
• Customer-centric Approach: Prioritize customer needs and expectations in decision-making processes and daily operations.
• Continuous Improvement: Identify opportunities for growth and drive innovation in customer support processes and strategies.

Collaboration Style:

• PayDo encourages open communication, active listening, and regular team meetings to foster a collaborative and inclusive work environment.
• The company values cross-functional collaboration and encourages team members to share their expertise and learn from one another.
• PayDo promotes a culture of knowledge sharing, technical mentoring, and continuous learning to drive personal and professional growth.

📝 Enhancement Note: PayDo's customer-centric culture and emphasis on collaboration make it an attractive choice for professionals seeking to grow and make an impact in a dynamic FinTech environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Support Strategy: Develop and implement innovative customer support strategies that enhance the customer experience and drive operational excellence.
• Process Improvement: Identify and address inefficiencies in customer support processes, workflows, and tools to optimize productivity and customer satisfaction.
• Team Leadership: Lead, mentor, and inspire a high-performing Customer Support team to achieve performance goals and deliver exceptional service.
• Cross-functional Collaboration: Work closely with other departments, including Product Development, Sales/Account Management, and Compliance, to ensure a seamless customer experience across all touchpoints.

Learning & Development Opportunities:

• FinTech Industry Expertise: Deepen your understanding of the FinTech industry, trends, and best practices to drive informed decision-making and continuous improvement.
• Leadership Development: Enhance your leadership skills through workshops, coaching, and mentoring opportunities to drive team success and personal growth.
• Customer Support Specialization: Specialize in specific areas of customer support, such as VIP customer management, complaint resolution, or customer education, to drive excellence and innovation.
• Company-specific Insights: Gain a deep understanding of PayDo's products, services, and internal processes to contribute to the company's success and growth.

📝 Enhancement Note: PayDo's dynamic FinTech environment and focus on continuous improvement present numerous challenges and growth opportunities for experienced professionals seeking to drive excellence and make a lasting impact.

💡 Interview Preparation

Technical Questions:

• Customer Support Strategy: Describe your approach to developing and implementing customer support strategies that enhance the customer experience and drive operational excellence.
• Process Improvement: Share an example of a time when you identified and addressed inefficiencies in customer support processes, workflows, or tools to optimize productivity and customer satisfaction.
• Team Leadership: Explain your leadership style and provide an example of a time when you successfully led and motivated a high-performing team to achieve performance goals and deliver exceptional service.

Company & Culture Questions:

• Customer-centric Approach: Describe how you prioritize customer needs and expectations in decision-making processes and daily operations.
• Cross-functional Collaboration: Share an example of a time when you worked closely with other departments to ensure a seamless customer experience across all touchpoints.
• PayDo's Values: Explain how you embody PayDo's values of ownership and initiative, collaboration and communication, and continuous improvement in your daily work.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: PayDo's interview process focuses on assessing candidates' strategic thinking, leadership skills, and cultural fit. The interview questions are designed to evaluate the candidate's ability to drive excellence in a dynamic FinTech environment and contribute to the company's success.

📌 Application Steps

To apply for the Team Lead / Head of Customer Support (EMI, FinTech) position at PayDo:

1. Submit your application through the application link provided in the job listing.
2. Tailor your CV and cover letter to highlight your relevant experience in the FinTech industry, customer support strategies, and process improvement initiatives.
3. Prepare for the TA Intro call by researching PayDo's company culture, values, and products. Be ready to discuss your fit for the role and the company.
4. Review the interview process and prepare for the technical interview, final interview with the CEO, and any additional assessment rounds.
5. Showcase your leadership skills, strategic thinking, and cultural fit throughout the interview process to demonstrate your potential to drive excellence in the role.

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