Team Lead – Customer Care Department
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Lead, mentor, and support the Customer Care team, ensuring high performance and service quality.
- Manage daily support operations across chat, email, Telegram, and other communication channels.
- Oversee investigations of payment-related issues, including declined, pending, failed, and refunded transactions.
- Act as the primary escalation point for complex merchant and payment-related cases.
- Coordinate with Payment Operations, Risk, Finance, and Product teams to resolve operational issues.
Що очікуємо
- 3+ years of experience in Customer Support, Customer Care, Merchant Support, Payment Operations, or a related field.
- Previous experience leading or mentoring a customer support or operations team.
- Background in payments, fintech, iGaming, e-commerce, or online payment processing.
- Strong understanding of payment transaction flows, card payments, payment gateways, and merchant operations.
- Experience handling escalations and coordinating cross-functional issue resolution.
Що пропонуємо
- Experience working with PSPs, acquiring banks, or payment gateways.
- Knowledge of fraud prevention, risk management, AML, or chargeback processes.
- Experience with CRM, ticketing, and payment monitoring platforms.
- Experience in iGaming payment operations.
- Experience building KPIs, reporting dashboards, or process optimization initiatives.
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