Senior Support Manager/Head of Support | PSP
About the client Our client is an international and growing payment company working with merchants across multiple markets. The business operates in a fast-moving environment where support plays a key role in transaction flow, merchant experience, and cross-functional coordination with operations, compliance, risk, and technical teams. Role Overview This role is for a senior support professional with leadership experience in a PSP, acquiring, or payment company. You will manage a support team, improve processes, handle complex merchant cases, and ensure high service quality across the payment journey. This role is well suited for someone who already leads people and wants to grow further into a Head of Support position.
Key Responsibilities
Manage and support the daily work of the support team, including performance, workload, and service quality. Oversee merchant and payment-related cases across the full transaction flow, including payment statuses, declines, settlements, refunds, chargebacks, and operational escalations. Ensure fast and accurate resolution of support requests from merchants and internal stakeholders. Work closely with operations, compliance, risk, account management, and technical teams to investigate issues and improve support processes. Analyze recurring issues, identify root causes, and help improve internal workflows, SLAs, and customer experience. Support reporting, KPI tracking, team development, and onboarding of new support team members. Help build a stronger support function that can scale with the business and gradually take broader ownership over support operations. 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. Strong understanding of payment flow, including transaction lifecycle, payment statuses, merchant issues, refunds, chargebacks, and escalations. Experience working cross-functionally with compliance, risk, operations, and technical teams in a payments environment. Strong English & Fluent Russian. Key Soft Skills Strong ownership and leadership mindset. Calm and structured approach in high-pressure situations. Excellent prioritization and problem-solving skills. Ability to lead by example and support team development. Strong communication skills and a service-oriented attitude.
What We Offer
Opportunity to join a growing international payment company. A key role with real impact on support quality and merchant experience. Leadership scope with potential to grow into Head of Support. Close collaboration with skilled cross-functional teams. Dynamic environment with room to improve processes and build structure. Hiring process Introductory call with Talent Acquisition. Interview with the hiring team. Final interview with senior stakeholders.