Director of Customer Support
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Job Location:
Guadalajara - Mexico
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
At Paystand were not just another fintech companywere trailblazers in decentralized finance (DeFi) transforming how businesses manage their finances. With thriving hubs in Santa Cruz San Francisco Austin Minneapolis Mexico City Hermosillo and Guadalajara were leading a global revolution in financial systems. Recognized on the Inc. 5000 list for five consecutive years were among the fastest-growing companies reshaping the future of finance.
Our Expanding Ecosystem: Paystand isnt just a companyits a growing global network. With the strategic acquisitions of Teampay a leader in spend management and Yaydoo a top AR and AP platform in Latin America were building an expansive ecosystem designed to revolutionize financial operations and fuel business growth worldwide.
Why Paystand
What We Do: By harnessing the power of blockchain technology we digitize receivables automate financial processes reduce time-to-cash lower transaction costs and unlock new revenue streams for businesses.
Why We Do It: Were driven by a mission to revolutionize digital payments and decentralize finance creating a more open inclusive and transparent financial ecosystem starting with B2B payments.
How We Do It: As change-makers in the DeFi movement we dont just follow trendswe set them. If youre passionate about shaping the future of fintech and eager to redefine what financial technology should look like Paystand is the place where you can make a significant impact.
Join Us: Be part of something bigger. Join Paystand and help us lead the financial revolution.
Director of Customer Support
Own Support. Stabilize performance. Build for scale.
Paystand is building a modern Customer Operations engine designed to deliver consistent high-quality outcomes in a complex environment. Customer Support is the frontline of that system.
Were hiring a Director of Customer Support to take full ownership of execution restore predictability and build the operational foundation required to scale.
This is a hands-on fix-it leadership role. Youll operate autonomously partner closely with the VP of Operations and turn priorities into durable systems and strong frontline leadership.
What Youll Be Accountable For
Make Support Work Consistently and at Scale
Stabilize day-to-day operations: queues backlog SLAs throughput
Establish operating rhythms and execution discipline
Raise the bar on response quality judgment and communication
Lead incident response and escalations with urgency and clarity
Build durable processes tooling and reporting
Reduce dependency on heroics and executive intervention
Develop strong managers and leadership depth
Drive tight cross-functional execution with Product Engineering and CS
Success means fixing today while deliberately building a Support organization that runs predictably without constant oversight.
What Youll Do
Support Operations
Own daily execution and performance
Enforce workflow hygiene and reporting accuracy
Identify systemic issues and drive follow-through
Quality & Customer Experience
Set and enforce a high bar for diagnostic rigor and communication
Operate QA and coaching frameworks
Reduce repeat issues and avoidable support demand
Incidents & Escalations
Lead Supports execution during active incidents
Coordinate cross-functionally with clarity and urgency
Ensure documentation and corrective action
Systems & Tooling
Own Support tooling workflows and adoption
Use data to drive staffing and process decisions
Partner on automation and AI enablement
Team Leadership
Lead and develop Support Managers and senior ICs
Set clear expectations for ownership and execution
Build succession and reduce single-point dependency
What Were Looking For
610 years in Customer Support or Support Operations
35 years leading managers and multi-tier teams
Proven experience stabilizing and scaling high-volume Support orgs
Strong operational judgment in ambiguous environments
Experience leading incidents and escalations
Hands-on with tooling and workflow design
Systems thinker who builds processes that outlast individuals
Direct pragmatic communicator with high accountability
Comfortable operating autonomously and owning outcomes
If youre passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments we invite you to explore opportunities with Paystand.
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways skills are transferable and passion is a powerful driver. Your journey and skills are unique and we value the richness that diverse perspectives bring to our team.
More than a resume we prioritize a genuine commitment impactful contributions and the ability to thrive in our dynamic collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what were seeking we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we cant wait to hear from you.
All roles are on-site English resumes will be considered.
#LI-Onsite
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Make payments your competitive advantage. Eliminate transaction fees, get paid instantly, and put your AR on autopilot. Let us show you how.
