Customer Support Team Lead (Payments & Transaction Monitoring)
IT – Support
Cape Town – Western Cape – South Africa
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, ensuring smooth daily operations while helping merchants and users resolve transaction issues efficiently.
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