Work In Tech

So, who is Till Payments?

Till Payments creates next-generation payment solutions designed to accelerate business. The payments game is always evolving and Till is staying one step ahead, building world-class technology paired with local service to support customers.

Our most recent and exciting news is that we have been acquired by Canadian fintech powerhouse, Nuvei (Nasdaq, TSX: NVEI). Both Till and Nuvei are united by a shared vision: to lead the way in payment technology with customer-first solutions that demystify the complexity around payments. As we integrate with Nuvei, we pledge to stay true to our roots and deliver even greater value to our merchants and partners.

Let’s talk about the role you’ll play towards our success.

Till is growing, and we need a Customer Support Lead to step in to manage a growing team of Customer Support agents. You’ll be responsible for building and leading a 24/7 support team that provides exceptional first line support for Till customers

No two days in a high growth scale up are the same, but these will be your key responsibilities:

• Manage, motivate and be committed to customer service excellence and coordinate our Customer Support team both on site and remotely
• Manage inbound case volumes via our CRM tool to ensure service levels are met and volumes are managed
• Serve as the escalation point for any customer enquiries and complaints which may require support.
• Handle escalated customer issues to ensure they are managed in a timely and professional manner, including all required documentation and reporting
• Identify opportunities to improve processes and customer experience, taking the lead in cross-functional solutions and projects
• Work seamlessly with the Field Services, Onboarding, Tech and Integrations teams to deliver an exceptional merchant experience
• Support QA and UAT as a part of ongoing product enhancements
• Create and publish a “daily plan” to be followed by the support team
• Ensure all operational SLA’s of the Call Centre and Helpdesk are met
• Own and deliver customer support reporting
• Serve as a subject matter expert across our range of products and offerings
• Ensure the core knowledge base for internal teams and external merchants is up to date and regularly reviewed.
• Identify trends and work alongside respective teams to enhance systems, processes and merchant experience
• Take ownership of process documentation and continuous improvement activities
• Hire and train new customer support agents as needed
• Develop and maintain a team roster
• Support a customer centric culture and proactive approach
• Deliver 1:1 feedback, coaching, and training as required to elevate team performance
• Monitor interaction quality to ensure Till standards are met across all communication channels within the service desk
• Work alongside the team to respond to tickets, answer calls and chat as and when required

Who are you, and what experience will you bring?

We’re looking for someone who can lead our customer support team with a strategic vision, ensure exceptional customer experiences, and drive continuous improvement in our support processes. If you have the expertise and passion for delivering outstanding customer support, we’d love to hear from you.

• Highly Strategic Mindset: Ability to find insights that drive optimizations across various support channels.
• Proven Track Record: Experience in ideating and delivering exceptional customer support across the customer lifecycle.
• Brand and Commercial Objectives: Demonstrated ability to meet brand and commercial objectives through direct support channels.
• CRM and Email Marketing Expertise: Strong skills in managing customer relationships and communicating effectively via email.
• Collaborative Team Player: A hands-on, collaborative approach, excited by the opportunity to contribute to business outcomes.
• Digital and Technical Experience: Proficiency with tools and systems used in customer support to ensure smooth operations.
• Adaptability: Ability to perform well in a highly dynamic, rapidly changing environment.
• Industry Experience: Experience in finance, technology, or payments is beneficial.
  

And here’s why we think you’ll love working at Till:

• Flexible working arrangements, with the possibility of remote work and flexible hours to maintain work-life balance.
• A dynamic, inclusive, and supportive work environment that fosters collaboration, innovation, and creativity.
• Opportunities for career advancement and growth, with a strong focus on internal promotions and employee development.
• Employee recognition and reward programs, acknowledging outstanding performance and contributions to the company.
• By joining our organisation, you will be part of a forward-thinking team that values your expertise and is committed to your personal and professional growth.

Till Payments is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace.

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