Senior Support Manager (Fintech)

TL;DR

Senior Support Manager (PSP/Fintech): Leading payment support operations and improving service quality for an international payment company with an accent on transaction flow, merchant experience, and cross-functional coordination. Focus on managing support teams, optimizing SLAs, and resolving complex payment escalations like chargebacks and settlements.

Location: Fully Remote (Cyprus)

Company

An international and growing payment company working with merchants across multiple markets.

What you will do

• Manage daily support team operations, including performance, workload, and service quality.
• Oversee complex merchant and payment-related cases, including payment statuses, declines, settlements, refunds, and chargebacks.
• Collaborate with operations, compliance, risk, and technical teams to resolve operational escalations.
• Analyze recurring issues and identify root causes to improve internal workflows and SLAs.
• Handle KPI tracking, team development, and onboarding of new support members.
• Build and scale the support function with the goal of growing into a Head of Support role.

Requirements

• 3+ years of experience in support within a PSP, acquiring, or payment company.
• At least 1 year of team leadership experience in support or operations.
• Deep understanding of the transaction lifecycle and payment statuses.
• Experience working cross-functionally with compliance, risk, and technical teams.
• Strong English and fluent Russian proficiency.

Culture & Benefits

• Opportunity to join a growing international payment company.
• High-impact role with a clear leadership path toward becoming Head of Support.
• Collaboration with skilled cross-functional teams in a fast-paced environment.
• Dynamic workplace with significant room to improve processes and build structure.

Hiring process

• Introductory call with Talent Acquisition.
• Interview with the hiring team.
• Final interview with senior stakeholders.