Customer Support Lead
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Job Description
Customer Support Lead scaling support operations for Localpayment’s cross-border fintech platform. Leading teams, SLAs, incident resolution and strategic enterprise merchant engagement.
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.
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