Team Lead, Ecom Support (Fintech)

Location: Dublin, Ireland

Company

hirify.global provides payment technology and software solutions connecting buyers, sellers, financial institutions, and cardholders.

What you will do

• Manage a team of ecommerce support specialists, including scheduling, one-to-ones, performance management, quality monitoring, and team meetings.
• Define team strategy with peers and management, deliver KPIs, and improve first-line support performance.
• Identify process gaps, analyze technical issue trends, and streamline ecommerce setup and ongoing support.
• Act as a customer champion by sharing feedback with Product, Technology, Sales, and other internal groups.
• Work with ecommerce gateway providers and handle complex or escalated technical queries.
• Report on performance, analyze data, coordinate with other business units, and support training and coaching initiatives.

Requirements

• Strong knowledge of ecommerce platforms, systems, and concepts.
• Excellent customer service, communication, problem-solving, critical-thinking, and relationship-building skills.
• Technical aptitude and the ability to work across multiple systems while managing priorities and changing conditions.
• Ability to monitor and manage KPIs, mentor team members, and encourage performance excellence.
• Ability to collaborate cross-functionally and manage multiple projects and customers simultaneously.
• Proficiency with Google or Microsoft productivity suites, ideally Google Docs, Sheets, and Gmail.

Nice to have

• At least three years of customer or technical support experience.
• At least one year of team leadership experience.
• Degree in IT, Computer Science, or a related discipline.
• Knowledge of HTML, XML, CSS, Kibana, or Grafana.

Culture & Benefits

• Inclusive, global, and collaborative working environment.
• Opportunities to support other regions and represent the UK & Ireland business.
• Professional development and career progression support.
• Fast-paced environment focused on innovation, customer impact, ownership, and continuous improvement.