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Team Lead of Customer Support at PayDo. . Location: Europe (Remote), Ukraine (Remote). PayDo, a leading Electronic Money Institution (EMI) authorised by the . FCA. in the UK, . FINTRAC. in Canada. , and MFSA in Malta, operates in . 140 countries. and over. . 25 industries. . Offering multicurrency IBANs, merchant solutions, and mass payment options, PayDo provides premium and convenient payment services. With all features available through one platform and contract, PayDo is a preferred solution for local and international payments. . As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.. . Your regular tasks:. . 1. Team Leadership and Management:. . . Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service. . Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge. . Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach. . Implement required staff rotations, hiring, and lay-offs based on updated performance metrics. . . 2. 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. . Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement. . . 3. 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. . Quality assurance and ongoing improvement. . Implement tools, technologies, and workflows to optimise support processes and enhance productivity. . . 4. 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. . Overtake essential customer requests and inquiries from Compliance and Account Management teams. . Act as a customer advocate within the organisation, representing the customer's voice in decision-making processes and product development initiatives. . . Skills & Knowledge:. . . Experience in the FinTech industry . is 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. . . Hiring Stages:. . CV screening → TA Intro call → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board.    . .  . . What's In It For You. At PayDo, specialists are at the heart of our innovation and success. Joining our team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.. . . Empowerment Through Professional Development. :. . . Yearly allocation for advancing your professional expertise. . . . Unlock Your Potential. : . . Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance. . Performance reviews are anchored in KPIs, ensuring recognition is merit-based. . . . Make a Lasting Impact. : . . Work on unique projects where your contributions can reshape company-wide processes. . Bring your ideas to the table and earn exceptional bonuses through our PayDo Ideas Hub. . . . Flexible and People-Centric Culture. : . . Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation. . Days of paid sick leave annually, accommodating emergencies and medical needs. . Additional holidays aligned with your local calendar. . . . Compensation & Incentives. : . . Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets. . . . . Our Values. :. At PayDo, we live by principles that drive us to excellence:. . . Ownership & Initiative. : Specialists who take charge and make a difference. . Collaboration & Communication. : Together, we achieve more by sharing ideas and insights. . . Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!