Team Lead, Payment Experience, Americas

Role Responsibilities:

• Provide solutions to complex issues for payers by phone, chat, and email with speed and empathy.
• Be the escalation point for teammates and the voice of payers, using data to highlight optimization areas.
• Drive team operations, manage schedules, and handle administrative tasks like training and quality reviews.

Team Leadership:

• Support Client & Payment Experience Managers in leading the regional team and providing feedback on training needs.
• Design regional Payment Experience team directions following global and company strategies.
• Proactively plan to optimize processes, drive efficiency, and scale manual work through data analysis.

Qualifications:

• 2+ years of team supervision and 5+ years in customer support, with strong people management skills.
• Excellent English language skills, customer-oriented mindset, and ability to work under high pressure.
• Familiarity with CRM software, payment-related experience, and ability to work on a flexible schedule.