Customer Operations & Support Team Lead

About Market Pay

Were a global Fintech powerhouse providing cutting-edge enterprise payment solutions to world-class brands like Carrefour REMA 1000 Enterprise Rent-a-Car IBM and Husqvarna.
Operating across Europe and North America we design seamless scalable payment systems for mobile apps portals and APIs.

At Market Pay your work directly impacts our customers business powering real-time revenue across fast-moving B2B ecosystems.

Your Mission

Were looking for a Customer Operations & Support Team Lead to build and lead our brand-new team dedicated to SME clients using our Pay Online solution.

Youll ensure world-class operational excellence and customer support setting the foundation for customer happiness efficiency and business growth.

What Youll Do

• Lead & Inspire a talented team of Technical Support and Operations Specialists.
• Set clear goals coach continuously and create a culture of collaboration and ownership.
• Design & optimize processes onboarding incident management periodic reviews documentation.
• Collaborate cross-functionally with Engineering Product Sales & Implementation teams to ensure seamless customer journeys.
• Manage performance & SLAs balancing workload anticipating activity peaks and planning capacity.
• Build relationships with key partners and customers becoming their trusted operational ally.
• Continuously improve support efficiency reduce costs and drive customer satisfaction.

Your Day-to-Day

• Deliver timely accurate support via Zendesk phone & email.
• Oversee customer onboarding and resource allocation.
• Conduct root cause analyses to prevent incident recurrence.
• Maintain clear communication with internal & external stakeholders.
• Collaborate closely with Level 3 Engineers CSMs and Management for fast resolution.
• Share insights to enhance our product and customer experience.

Who You Are

• 3 years leading Customer Operations or Support teams (ideally in B2B or Fintech).
• Proven track record of building high-performing teams.
• Excellent communicator in English both written and verbal.
• Analytical mindset comfortable with KPIs and performance tracking.
• Strong ownership accountability and decision-making.
• Resilient under pressure and uncertainty.
• Deep customer empathy and passion for service excellence.

Bonus Points For

• Payments industry experience (authorization clearing settlement).
• Familiarity with Zendesk or similar ticketing systems.
• Knowledge of KYC / KYB and financial operations.

What We Offer

Salary range : 4500-5500 Eur annual bonus
Recognition & awards for top performers
Comprehensive health insurance ( gym fund)
Life insurance & emotional wellness support via iFeel
Regular social events & team celebrations
Monthly phone allowance
Hybrid flexibility office remote mix