Support Strategy Partner Latvia

Riga - Latvia

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

At Paymentology were redefining whats possible in the payments space. As the first truly global issuer-processor we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa UnionPay cards at scale - across more than 60 countries.

Our advanced multi-cloud platform delivers real-time data unmatched scalability and the flexibility of shared or dedicated processing instances. Its this global reach and innovation that sets us apart.

Were looking for a Support Strategy Partner to act as the strategic backbone of Paymentologys global Support organisation and as the right hand to the Head of Customer this role youll lead our support transformation agenda ensuring platform stability operational excellence and proactive incident management across multiple platforms. Leveraging data analytics and cross-functional influence youll help evolve Support from reactive operations into a predictive intelligence-driven and globally scalable function.

If youre experienced in technical support strategy platform operations and leading complex cross-functional initiatives in high-availability environments this is your opportunity to drive global impact at scale.

What you get to do::

Provide strategic leadership coaching and direction to Platform Support Managers across key platforms acting as a trusted partner and advisor.
Own the global Support strategy execution roadmap ensuring alignment with business objectives SLAs and platform reliability targets.
Lead transformation initiatives that embed automation predictive analytics and self-service to reduce manual load and improve scalability across multi-cloud platforms.
Build strong data-driven feedback loops with Product Engineering and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience.
Own executive-grade reporting on platform health operational performance and service improvement initiatives translating complex data into clear actionable insights.
Promote analytics and BI-driven decision-making across Support championing a culture of continuous improvement and measurable outcomes.
Influence tooling and workflow design to enhance visibility incident routing observability and automation across multiple platforms and teams.
Operate with high autonomy as a strategic partner to the Head of Customer Support independently prioritising initiatives based on platform stability and customer impact.
Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements.

What you can look forward to::

At Paymentology its not just about building great payment technology its about building a company where people feel they belong and their work matters. Youll be part of a diverse global team thats genuinely committed to making a positive impact through what we do. Whether youre working across time zones or getting involved in initiatives that support local communities youll find real purpose in your work - and the freedom to grow in a supportive forward-thinking environment.

Travel:
10% - 20%

Requirements:

What it takes to succeed:

Experience (8 years) in Technical Support Service Operations or Support Strategy within high-availability or Fintech environments.
Proven track record leading managers or multi-platform initiatives influencing without direct authority and driving transformation at scale.
Strong technical depth in complex high-availability environments with a solid understanding of platform stability incident management and observability.
Advanced hands-on skills with Zendesk and Jira including workflow design and optimisation for global support operations.
High proficiency in BI dashboards SQL and analytics using data to drive decisions design metrics and build predictive operational models.
Familiarity with observability and monitoring tools and how they integrate into support processes and incident management frameworks.
Exceptional executive communication skills with the ability to create and present clear concise executive-grade reporting and strategic recommendations.
Strong stakeholder management and influencing skills across Support Product Engineering and SRE/Observability teams.
ITIL certification or equivalent service management framework knowledge is preferred.

At Paymentology were redefining whats possible in the payments space. As the first truly global issuer-processor we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa UnionPay cards at scale - across more than 60 countries.Our advanced multi-cloud platform del...

What you get to do::

Provide strategic leadership coaching and direction to Platform Support Managers across key platforms acting as a trusted partner and advisor.
Own the global Support strategy execution roadmap ensuring alignment with business objectives SLAs and platform reliability targets.
Lead transformation initiatives that embed automation predictive analytics and self-service to reduce manual load and improve scalability across multi-cloud platforms.
Build strong data-driven feedback loops with Product Engineering and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience.
Own executive-grade reporting on platform health operational performance and service improvement initiatives translating complex data into clear actionable insights.
Promote analytics and BI-driven decision-making across Support championing a culture of continuous improvement and measurable outcomes.
Influence tooling and workflow design to enhance visibility incident routing observability and automation across multiple platforms and teams.
Operate with high autonomy as a strategic partner to the Head of Customer Support independently prioritising initiatives based on platform stability and customer impact.
Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements.

What you can look forward to::

Travel:
10% - 20%

Requirements:

What it takes to succeed:

Experience (8 years) in Technical Support Service Operations or Support Strategy within high-availability or Fintech environments.
Proven track record leading managers or multi-platform initiatives influencing without direct authority and driving transformation at scale.
Strong technical depth in complex high-availability environments with a solid understanding of platform stability incident management and observability.
Advanced hands-on skills with Zendesk and Jira including workflow design and optimisation for global support operations.
High proficiency in BI dashboards SQL and analytics using data to drive decisions design metrics and build predictive operational models.
Familiarity with observability and monitoring tools and how they integrate into support processes and incident management frameworks.
Exceptional executive communication skills with the ability to create and present clear concise executive-grade reporting and strategic recommendations.
Strong stakeholder management and influencing skills across Support Product Engineering and SRE/Observability teams.
ITIL certification or equivalent service management framework knowledge is preferred.