L2 Merchant Support Team Lead

<p><span lang="EN-US"><span>We’re</span><span> PayRetailers, and we offer </span><span>cutting-edge</span><span> payment solutions that empower businesses to succeed in Latin America &amp; Africa. </span></span></p> <p><span lang="EN-US"><span>Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued.</span></span><span lang="EN-US"><span> </span></span><span> </span></p><p>We are looking for a motivated L2 Merchant Support Team Lead  who will be actively involved in the development of systems and processes to guide PayRetailers L2 Merchant Support Team towards greater productivity and efficiency.<br/><strong><br/></strong><strong>Job Duties And Responsibilities: <br/></strong></p> <ul> <li>Monitor and report on metrics of team performance, while striving to maintain departments SLAs and achieve monthly objectives.</li> <li>Delegate tasks within the team by knowing team members' strengths and weaknesses.</li> <li>Help team members set priorities and re-organize their workloads by applying a clear understanding of business needs focused on Merchant Support.</li> <li>Coach junior team members and identify any knowledge gaps within the team.</li> <li>Create monthly reports from VIP Merchants, Operations Report, L2 Report and IT issues report.</li> <li>Guarantee the quality of ticketing escalation from L2 to L3.</li> <li>Update Alerting system with support from Seniors Team Members.</li> <li>Monitor best practices on traffic redirection.</li> <li>Lead the Business Process Observability tasks and constant feed SRE team with business requirements.</li> <li>Update Operating Procedures and department’s process repository, communicating to concerned parties as appropriate.</li> <li>Manage shifts, vacation, and performance appraisals within the team.</li> <li>Identify opportunities for process and efficiency improvement.</li> <li>Define new KPIS based on new duties. Update current ones based on new measure opportunities.</li> </ul> <p> </p> <p><strong>Prefered Qualifications and Experience</strong></p> <ul> <li>Previous team leadership experience.</li> <li>Previous experience in creating monthly reports.</li> <li>Previous experience working in the Payments Industry is a plus.</li> <li>Technical knowledge is a must.</li> <li>Freshdesk, CRM knowledge is a plus.</li> </ul> <p> </p> <p><strong>Knowledge and Skills</strong></p> <ul> <li>Proactive and detail oriented.</li> <li>Knowledge of customer support systems and practices.</li> <li>Excellent people &amp; communication skills.</li> <li>Data driven for reports creation.</li> <li>Technical Knowledge on APIs, HTTP Language, SQL and Python.</li> </ul> <p><strong>Why Join Us? <br/></strong></p> <ul> <li>Enjoy flexibility with 1 day of telework per week</li> <li>26 vacation days per year to recharge and refresh</li> <li>Free language &amp; technical courses to level up your skills</li> <li>Free daily catering &amp; snacks at the office to keep you energized</li> <li>Private health insurance for peace of mind</li> <li>A free afternoon off on your birthday - because you deserve it<br/><br/></li> </ul> <p>If you're passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you!<br/><br/>Apply today and help us shape the future of the PayTech industry!<br/><br/>To get an idea of what life at PayRetailers is like, check out our Instagram and our About Us page.<br/><br/><strong>Our commitment to diversity, equity &amp; inclusion<br/><br/></strong>At PayRetailers, diversity, equity, and inclusion aren't just values – they're fundamental to who we are. We're dedicated to fostering an environment where every individual feels valued, respected, and empowered to bring their authentic selves to work. We welcome applicants from all backgrounds and identities, recognizing that diversity drives innovation and strengthens our team.<br/><br/>So, if you're passionate about making a difference and excited about the role, we encourage you to apply. Join us in building a global company where everyone can thrive and feel proud to belong.<br/><br/>Please feel free to include your pronouns in your application (e.g. she/her, he/him, they/them, etc.).</p> <p> </p><p><span>If you’re passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you!</span><span> </span></p> <p><span>Apply today and help us shape the future of the PayTech industry!</span><span> </span></p> <p><span>To get an idea of what life at PayRetailers is like, check out our </span><a href="https://www.instagram.com/pay.retailers/?hl"><span><span>Instagram</span></span></a><span> and our </span><a href="https://www.payretailers.com/en/about-us/"><span><span>About Us</span></span></a><span> page.</span><span> </span></p> <p><span> </span></p> <p><strong><span>Our commitment to dive