Tech Support Manager
The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.
WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible, and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk, and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.
At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!
Nuvei Tech-Support Director fills a leadership-level role in overseeing and managing a global of technical support professionals, across various geographies team, who assist customers and clients with payment-related issues. As the Technical Support Manager, you will be responsible for overseeing and managing multiple teams across different regions to ensure the delivery of exceptional technical support services to our customers. Establish and enforce team policies, procedures, and client relations standards. Guide strategic planning and identify primary department objectives. Work with other teams, including Sales, Relationship Managers, Product, Client Success and more, to provide high-level solutions and services to Nuvei’s merchants.
- Acts as a technical trusted advisor and becomes a knowledge center about the company’s products, and a go-to person for technical queries - Becoming Nuvei brand and product expert.
- Team Leadership and Management: Lead and mentor technical support teams in multiple regions, fostering a collaborative and customer-focused work environment.
- Global Strategy: Develop and implement a global technical support strategy, aligning with the company's overall objectives and merchant needs.
- Technical Expertise: Possess in-depth knowledge of payment processing systems, tools, and technologies to troubleshoot and resolve complex payment issues.
- Issue Resolution: Handle escalated or challenging payment-related problems, investigate root causes, and find solutions to ensure merchant satisfaction.
- Process Improvement: Continuously assess and improve payment processing procedures and technologies to enhance efficiency and accuracy.
- Merchant Support: Interact with customers to resolve payment-related inquiries, provide guidance, and assist with technical issues.
- Documentation: Maintain detailed records of payment-related incidents, resolutions, and merchant interactions.
- Crisis Management: Handle critical situations and emergencies related to payment processing, ensuring minimal disruptions and swift resolutions
- Team Development: Conduct training programs and workshops to keep the support team updated on the latest payment processing technologies and best practices. Set clear goals and direction for the team and each individual. Provide regular feedback on your team members’ performance
- Reporting: Generate reports on team performance, issue trends, and key performance indicators related to payments. Monitor and act upon intraday shift performance based on dashboards and information reporting.
Analyze data from user feedback and experiences to drive efficiency and build quality.
- Compliance: Ensure adherence to regulatory requirements and security standards for payment processing.
- Vendor Relations: Manage relationships with payment service providers and vendors to ensure seamless operations
- Guide your team to deliver incredible service experiences, grow service revenue and contribute to strategic programs.
- Demonstrate enthusiastic support of the corporate mission, core values, and long-term objectives.
- Ensure that team members are happy, effective, and growing in their career and user work.
- Provide updates and highlight any technical issues on weekly basis to the executive management.
- Works closely with Account Managers/Operations, TCSM, and other stakeholders to accommodate client equipment needs.
- Be the merchant seat in Nuvei internal teams. Should have deep passion for satisfying customer needs and influencing design and priority appropriately.
- Be an advocate for Nuvei merchants and champion for clients’ needs internally.
- BS.C in Industrial Management or BA in equivalent degree – advantage
- Hands on technical support experience in Payments/Fintech industry (ecommerce gaming, travel and retail).
- Payment Processing Expertise: In-depth knowledge of payment processing systems, including card payments, electronic funds transfers, and other relevant technologies.
- Knowledge using REST API and SDK - Ability to fully understand technical architecture, APIs and overall system design.
- 5 or more years of relevant experience managing 10-15 agents, multiple stakeholders, or large clients while owning responsibilities to solve technical issues.
- Excellent analytical and problem-solving abilities, and ability to use data to back up assumptions and define metrics to evaluate outcomes.
- Reputation for being a collaborative thought partner and business leader, with the ability to organize and motivate work across multiple team boundaries
- Available to work under stress and pressure from client and C-level management.
- Strong supervisory and leadership skills.
- Outstanding interpersonal and communication skills.
- Problem-solving skills and ability to analyze complex schemes.
- Professional level of English, another language, is an advantage.
- We are looking for AAA person to join our A-Team, you must be Autodidact, Accountable and Amazing - join us to lead the future of payments.
- A challenging job in a fast developing, international company.
- Friendly work environment where you can thrive and develop your skills.
- Career advancement possibilities.
- Competitive remuneration package.