Customer Support Lead

Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion.

In 2024, Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company. This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem.

We are looking for a Customer Support Lead to build, lead and scale our support team serving key enterprise merchants. You will own the support operation end to end — people, processes, SLAs and tooling — driving retention through proactive issue resolution, data-driven performance management and strategic client engagement in the dynamic world of cross-border payments.

Responsibilities

• Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance.

• Own support operations and SLAs for enterprise merchants, including processes, escalation matrix and tooling (Zendesk/Zoho Desk).

• Act as the senior escalation point for critical incidents, coordinating with merchants and internal teams.

• Lead RCA and post-mortems for recurring incidents and follow up on corrective actions.

• Define and report support KPIs (FRT, resolution time, SLA, CSAT) and turn them into action plans.

• Join retention and SLA reviews with strategic clients alongside Account Management.

• Build the knowledge base and drive AI and automation in support.

• Bring the voice of the customer to Product, Engineering, Compliance and Operations.

Requirements

• 6+ years in customer or technical support, including 2–3 years leading teams.

• Experience in fintech, payments or B2B SaaS with enterprise clients.

• Strong knowledge of payment flows and LATAM methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

• Comfortable with APIs, HTTP errors and log analysis in Grafana.

• Advanced Zendesk or Zoho Desk, plus Jira, Slack and Excel/BI; AI tools a plus.

• Track record with SLAs, KPIs and process design.

• Fluent English and Spanish; Portuguese a plus.

Originally posted on Himalayas