Merchant Service Team Lead (Customer Support)

TL;DR

Merchant Service Team Lead (Customer Support): Optimizing operational efficiency and managing daily operations for the Merchant Service team with an accent on resource efficiency and collaboration across departments. Focus on fostering a culture of excellence, stakeholder alignment, and proactive problem-solving to deliver exceptional service and drive business success.

Location: Must be based in Stockholm, Sweden

Company

hirify.global is a global leader in Open Banking Payments, establishing Pay by Bank as the new standard at checkout.

What you will do

• Optimize resources based on need by daily steering of the operational work.
• Enhance team performance through coaching and feedback.
• Motivate and guide the team to achieve team and individual goals.
• Act as a point of escalation for complex customer issues.
• Implement procedures to prevent recurring customer challenges and improve overall satisfaction.
• Identify and execute improvements.
• Take accountability for delivering on operational KPIs such as SLAs, efficiency, quality, and customer satisfaction.

Requirements

• +2 years of experience as a leader of operational teams within a B2B support organization, preferably within the tech industry and/or at a market-leading B2B call center.
• An appreciated leader with a proven track record to grow and develop team members.
• Excellent communication skills in verbal and written format.
• Strong problem solver and take full ownership for matters at various scales.
• Experience in handling complaints from customers and solving complex client situations.
• Strong understanding of customer support operations.
• Ability to adapt to a dynamic and fast-paced environment.

Culture & Benefits

• 20 to 30 days of holiday to support a healthy work-life balance.
• Monthly team outing allowance to enjoy social events with colleagues.
• Parental leave top-up for additional support for new parents.
• Daily breakfast and on-site perks.
• Well-being support: health allowance covers gym memberships, massages, and much more.