What you'll doWe're looking for an experienced Customer Service Team Lead to be both a leader and a doer. As a player-coach, you'll take calls alongside the team while coaching and developing the people around you. In our early days in the US, you'll be hands-on with merchants every day, helping us build the processes, standards, and team culture that will shape our New York support operation as it grows.
This is a role for someone who likes a busy phone queue, gets satisfaction from making others better, and wants to grow into a bigger leadership role as Flatpay US scales.
Main responsibilitiesHands-on support (roughly half your time in the early days)
- Take inbound calls and emails: Help merchants with terminal setup, activation and day-to-day questions, plus occasional outbound follow-up calls.
- Resolve issues: Work inquiries and support tickets efficiently, and take the escalations and more complex cases from the team.
- Support sales managers: Help our sales managers with terminal-related questions, such as setup, troubleshooting, and activation.
- Oversee onboarding: Make sure onboarding contracts are prepared and all documentation is correctly completed and submitted.
Team leadership
- Lead and coach the team: Run daily huddles, hold regular one-to-ones and real-time feedback, and help each team member build their skills and confidence.
- Manage performance: Monitor call and ticket metrics against daily and weekly targets, such as response time, resolution time, quality, and customer satisfaction, and act on what the numbers show.
- Run daily operations: Own schedules and coverage, and keep queues under control during peaks.
- Onboard and train new hires: Take the lead on training new team members on our products, terminals, and ways of working.
- Uphold quality and compliance: Review calls and tickets, and make sure customer information is verified and handled securely and correctly.
- Build the playbook: Help create and improve scripts, knowledge base content, processes, and reporting as we set up the US support function.
- Be the voice of the customer: Track satisfaction data, spot trends, and bring customer insights and recommendations to sales, product, and operations.
Skills & Attributes- 4+ years in a call center or other high-volume phone support role, including at least 1 year leading, mentoring or training others (formally or informally)
- Proven ability to coach and motivate a team while staying hands-on with the work
- A metrics-driven mindset, with experience working toward and managing daily and weekly targets
- Comfort with ticketing systems, CRMs, and reporting tools
- Calm and clear-headed when handling escalations and difficult conversations
- Able to keep the team's queue moving while handling your own cases and escalations
- Experience building or improving support processes, scripts or knowledge base content
- Payments, POS or fintech experience is a plus
- Strong verbal and written communication skills, and fluent English. A secondary language is a plus
- Authorized to work in the U.S. without sponsorship, now or in the future
- Able to work onsite, five days a week
What We Offer- Time to recharge: 15 vacation days, 9 company holidays, and 1 floating holiday to use on a day that matters to you
- Health coverage: Access to medical and dental plans
- Build your future: 401(k) with company match to help you grow your long-term savings
- Fuel for your day: Unlimited free snacks and drinks in the office
This role is a full-time role, Monday to Friday 9am - 5.30pm onsite at our Midtown, NYC Office
Salary range: $75,000-$100,000 per year
