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The vacancy is well-defined in tasks and requirements but lacks clarity in compensation and company identity.
AI quality score6.1 / 10
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Overview
We are looking for a strong leader to manage technical support and operations for traders in a high-risk payment system.
What you'll do
- •Lead the technical support team: hiring, training, schedules, quality control, and KPIs.
- •Establish 24/7 support operations and a clear escalation system.
- •Be the main point of contact between support, traders, and the technical team.
- •Quickly resolve payment issues: pending operations, errors, statuses, details, limits, technical failures, and other non-standard situations.
- •Monitor inquiries and disputed cases from traders.
- •Ensure SLA compliance and speed of resolution for critical incidents.
- •Identify recurring issues and relay specific tasks to development for resolution.
- •Create technical specifications for improving internal support tools and trader cabinets.
- •Enhance processes to resolve as many issues as possible without manual intervention.
- •Develop regulations, instructions, and a knowledge base.
- •Analyze error causes, conversion losses, and other operational process issues.
- •Participate in onboarding and supporting new traders.
Conditions
- •Work with an actively developing payment product.
- •Large area of responsibility and real influence on processes.
- •Opportunity to independently build and lead a strong team.
- •Minimal bureaucracy and quick decision-making.
- •Competitive income level - discussed individually based on experience.
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