Head of Support

1 week ago

Tallinn, Harjumaa, Estonia Evotym Full time

About the Client
Our client is an international, fast-growing fintech company focused on modern payment infrastructure for online businesses. They develop acquiring solutions, payment processing tools, and digital products supporting global merchant operations. The team works in a dynamic, startup-driven environment with a strong focus on ownership, speed, and customer experience.

Role Overview
The Head of Support will build and manage a high-performing support function across multiple communication channels. The role focuses on creating fast and simple processes, ensuring excellent service quality, and aligning support operations with product, tech, and risk teams.

Key Responsibilities

• Build and manage a multi-channel support system across messengers, ticketing, and in-app tools.

• Create clear, simple support processes and maintain a friendly communication tone.

• Lead and develop the support team across different levels.

• Monitor SLA performance and oversee escalations, including VIP clients.

• Improve workflows through analysis and collaboration with product, risk, and tech teams.

• Maintain an internal knowledge base with clear documentation.

• Review support data to identify patterns and process improvements.

Requirements

• Experience in payments, PSP, acquiring, or fintech.

• Strong understanding of transaction flows, statuses, declines, and risk processes.

• Experience managing support teams and operational processes.

• Ability to handle merchant technical questions and API-related issues.

• Experience working in fast-paced, startup environments.

Excellent communication skills in English and Russian

Key Soft Skills

• Structured and clear communicator.

• High ownership mindset.

• Ability to stay calm under pressure.

• Strong coordination and leadership skills.

What We Offer

• Opportunity to build a modern support function from the ground up.

• Collaborative international environment.

• Fast-growing fintech with room for professional development.

• Flexible work setup and a culture focused on efficiency and clarity.

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