Customer Service Support Manager

Are You Ready to Start 2025 Right? Passion, excitement, and global collaboration are at the heart of what we do at Link Merchant Services. We’re on a mission to revolutionize global payments, helping our clients get paid and their customers pay effortlessly—no matter where they are in the world.Who We Are LINKs is a global payments enablement and software company, founded 6 years ago to tackle the challenges of cross-border payments using cutting-edge technology. Our LINK Merchant Service software provides corporate clients with a secure platform to collect payments, while empowering participants to choose their preferred payment methods.LINKs connects clients to the most popular payment solutions, enabling them to accept payments from over 180 countries, including VISA, Mastercard, and various local alternative payment options."The Revolutionary Impact of Autonomous Payments and AI in Global Payout and Payins Solutions"The Opportunity LINKs is seeking a Global Customer Support Manager to lead our Global Services Team. This role is pivotal to ensuring the seamless operation of our customer support department and driving innovation in the fintech space.You will oversee a multidisciplinary team that includes project management, tool optimization, quality assurance, content management, and data analytics. By fostering collaboration with customer support leads, you’ll play a vital role in scaling and enhancing the health of our Client & Payment Experience department.We’re looking for a forward-thinking, technology-savvy leader with a proven history of growing operational teams and implementing innovative, AI-optimized solutions.Key ResponsibilitiesOptimize Processes: Identify inefficiencies in customer service workflows and implement cross-functional solutions.Product Collaboration: Work with customer service leadership and product teams to enhance the customer journey.Scale Operations: Partner with senior management to scale customer service functions in alignment with company objectives.Data Analysis: Analyze data to evaluate the impact of initiatives and influence project prioritization. Present key findings to executive leadership.Support Innovation: Design and implement new support channels and service offerings.Team Development: Provide continuous training, coaching, and development opportunities for the Global Services Team.Project Management: Develop and execute comprehensive plans for cross-functional projects.Strategic Planning: Align department KPIs and execution plans with company-wide strategies.What We’re Looking For5+ years of experience in project management, operations, or tech-focused customer service roles.Proven expertise in project management and change management.Fluency in English (additional languages are a plus). Strong communication skills required.Proficiency with customer service software, databases, and CRM tools.Knowledge of AI and automation tools in customer service contexts.Exceptional communication skills, both verbal and written, with a client-focused approach.Experience building and managing diverse, geographically distributed teams.Strong analytical and problem-solving skills with advanced data analysis and presentation capabilities.Experience scaling customer operations teams, including tools management, content management, quality assurance, and project management.Ability to solve complex cross-functional challenges and implement effective solutions.What We OfferCompetitive compensation.Employee Stock Purchase Plan (ESPP).Collaboration with a dynamic, global team of brilliant minds.Opportunities to make a meaningful impact on our success.Generous time-off policies.Ready to Join Us? Submit your application today! We can’t wait to get to know you. Our hiring process includes 2–4 rounds of interviews with hiring managers and team members.Let’s redefine global payments together.

Created: 2025-01-11