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Digital Payments Operations Manager

hace 2 semanas

Buenos Aires, Buenos Aires C.F., Argentina Deuna A tiempo completo

About Us

We're a LATAM-based fintech company transforming the way people make payments. Our mission is to simplify global payments and power next-generation commerce through innovative technology.

We're looking for a Technical Support Manager to lead our technical support team, driving continuous improvements, automation, and building strong relationships with clients and stakeholders.

Responsibilities:
  • Tools and Workflows: Manage the configuration of tools like JIRA and Zendesk, optimizing workflows and integrations between various tools.
  • Ticket Frontend Improvement: Continuously enhance the frontend for tickets, ensuring efficient incident management.
  • Escalation Policies: Develop and maintain escalation policies, shift rotation, and a sense of urgency for efficient incident management.
  • Team Leadership: Guide and train the support team, implementing methodologies for area management.
  • Client Communication: Serve as a liaison between clients and internal teams, facilitating effective communication about incidents and improvements.
  • Process Automation: Identify and automate processes to improve efficiency and reduce repetitive tasks, maintaining automated workflows in JIRA and Zendesk.
  • SLA Compliance: Ensure that response times meet SLA requirements and manage the escalation of critical incidents.
  • KPI Development: Establish and implement performance metrics, identify trends in incidents, and suggest process enhancements.