Job Description

Role: Head of Support - Payment Portal

Experience: 12 Years

About the job

Our Client is a cutting-edge payment solution provider, specifically tailored for high-risk industries. We are looking for a Head of Support to join our client's rapidly growing team in Dubai.

Responsibilities:

• Payment Traffic Optimization: Analyse and enhance payment routing strategies to maximize success rates and minimize transaction costs.
• Third-Party Integration: Oversee the integration of new payment solutions, ensuring seamless connectivity with banks and payment providers.
• Team Leadership: Manage and mentor a team of payment support agents, fostering a culture of continuous improvement and excellence.
• Technical Collaboration: Work closely with the tech department to address technical challenges, perform product testing, and manage the payment technical backlog.
• Stakeholder Communication: Serve as the primary liaison between internal teams and external payment providers, handling escalations and ensuring clear communication.
• Documentation & Compliance: Maintain comprehensive documentation of payment processes and ensure compliance with legal and operational standards.

Qualifications & Skills

• Experience: Minimum of 12 years in a similar role within the payments industry.
• Analytical Skills: Strong ability to analyse data, identify trends, and implement optimization strategies.
• Technical Proficiency: Familiarity with payment platforms such as Devcode (PaymentIQ) and Praxis, including routing and fallback mechanisms.
• API Knowledge: Experience with APIs and system integrations is beneficial.
• Communication: Excellent interpersonal and communication skills, capable of managing cross-functional relationships.
• Problem-Solving: Proactive in identifying issues and implementing effective solution
• Technical Proficiency: Familiarity with payment platforms such as Devcode (PaymentIQ) and Praxis, including routing and fallback mechanisms.