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#vacancy #вакансия #platformmanager #cx #supportops #intercom #cyprus #limassol
🧷 Position: Platform Manager (Customer Experience)
📍 Location: Limassol | Hybrid
⚡️ paytech — a fast-growing fintech company building payment technology for businesses worldwide (white-label payment gateway, payment orchestration, financial management).
We’re looking for an experienced Platform Manager to own and evolve paytech’s digital support ecosystem. This role sits in the Customer Experience team, reports to the Head of Support, and combines hands-on operational oversight with systems-level optimization to support our 24/7 environment (queues, routing, SLAs, automation, reporting, AI enablement).
🧩 Key Responsibilities:
• Own and maintain CX platforms (primarily Intercom and HubSpot) to support day-to-day support operations
• Oversee support queues daily: volumes, workload distribution, and SLA performance across digital channels
• Ensure correct conversation routing (priority/urgency, agent skills, languages, capacity) and continuously optimize routing logic
• Build and improve workflows, automation, and operational processes to reduce manual work
• Set up and maintain tagging, categorization, and escalation rules for clean operations and fast handoffs to the right teams
• Identify workflow bottlenecks and implement improvements to increase speed and efficiency
• Coordinate proactive & reactive customer communications (product updates, maintenance notices, incident-related messages)
• Build dashboards and reporting frameworks (response times, queue health, workload, SLA adherence)
• Partner cross-functionally with Business, Engineering, Operations, and Marketing to improve processes and maintain service levels
• Support implementation of AI/automation in CX (triage, routing, self-service) to improve scalability
🗒 Requirements:
Must-have:
• 3+ years in Support Operations / CX Platform Management / Digital Operations (or similar)
• Strong hands-on experience with Intercom and HubSpot (or equivalent platforms)
• Proven experience managing support queues, routing logic, and SLA governance
• Experience building dashboards and operational reporting frameworks
• Strong English + confident communication with technical & non-technical stakeholders
Nice-to-have:
• Fintech / payments / SaaS experience (high-availability / 24/7 environments)
• Experience improving support workflows with automation (macros, rules, bots, self-serve)
• Practical exposure to AI in support (triage, classification, routing, knowledge base automation)
🎁 What We Offer:
• Growth and development opportunities in fintech
• No-bureaucracy culture where your ideas and contributions are valued
• Work equipment tailored to your needs (Mac / Windows / Linux)
• Cozy Limassol office (great coffee, snacks, drinks, PS5, rooftop view)
• Partial lunch coverage + partial SportBenefit coverage
• Team events, private medical insurance after probation, additional perks
• Full support with work permit arrangements
🌿 Contact:
🧷 Position: Platform Manager (Customer Experience)
📍 Location: Limassol | Hybrid
⚡️ paytech — a fast-growing fintech company building payment technology for businesses worldwide (white-label payment gateway, payment orchestration, financial management).
We’re looking for an experienced Platform Manager to own and evolve paytech’s digital support ecosystem. This role sits in the Customer Experience team, reports to the Head of Support, and combines hands-on operational oversight with systems-level optimization to support our 24/7 environment (queues, routing, SLAs, automation, reporting, AI enablement).
🧩 Key Responsibilities:
• Own and maintain CX platforms (primarily Intercom and HubSpot) to support day-to-day support operations
• Oversee support queues daily: volumes, workload distribution, and SLA performance across digital channels
• Ensure correct conversation routing (priority/urgency, agent skills, languages, capacity) and continuously optimize routing logic
• Build and improve workflows, automation, and operational processes to reduce manual work
• Set up and maintain tagging, categorization, and escalation rules for clean operations and fast handoffs to the right teams
• Identify workflow bottlenecks and implement improvements to increase speed and efficiency
• Coordinate proactive & reactive customer communications (product updates, maintenance notices, incident-related messages)
• Build dashboards and reporting frameworks (response times, queue health, workload, SLA adherence)
• Partner cross-functionally with Business, Engineering, Operations, and Marketing to improve processes and maintain service levels
• Support implementation of AI/automation in CX (triage, routing, self-service) to improve scalability
🗒 Requirements:
Must-have:
• 3+ years in Support Operations / CX Platform Management / Digital Operations (or similar)
• Strong hands-on experience with Intercom and HubSpot (or equivalent platforms)
• Proven experience managing support queues, routing logic, and SLA governance
• Experience building dashboards and operational reporting frameworks
• Strong English + confident communication with technical & non-technical stakeholders
Nice-to-have:
• Fintech / payments / SaaS experience (high-availability / 24/7 environments)
• Experience improving support workflows with automation (macros, rules, bots, self-serve)
• Practical exposure to AI in support (triage, classification, routing, knowledge base automation)
🎁 What We Offer:
• Growth and development opportunities in fintech
• No-bureaucracy culture where your ideas and contributions are valued
• Work equipment tailored to your needs (Mac / Windows / Linux)
• Cozy Limassol office (great coffee, snacks, drinks, PS5, rooftop view)
• Partial lunch coverage + partial SportBenefit coverage
• Team events, private medical insurance after probation, additional perks
• Full support with work permit arrangements
🌿 Contact:
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