Head of Customer Service

Caliberly; Dubai; On-site; AED 420,000 - 620,000; Full time

Job summary

Pay CC in Dubai is seeking a Head of Support to lead and scale our customer service and payments support team. You will oversee payment routing optimization, third-party integrations, and collaboration with the tech department to resolve complex issues.

The ideal candidate has 10+ years in payments, strong leadership and analytics, and excellent communication with banks and providers. This role is based in Dubai and requires hands-on management of a growing global payments operation.

Qualifications

• Minimum 10+ years in a similar role within the payments industry.
• Strong ability to analyse data, identify trends, and implement optimization strategies.
• Familiarity with payment platforms such as Devcode (PaymentIQ) and Praxis, including routing and fallback mechanisms.
• Experience with APIs and system integrations is beneficial.
• Excellent interpersonal and communication skills, capable of managing cross-functional relationships.
• Proactive in identifying issues and implementing effective solutions.

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.

Skills

Analytical Skills

Team Leadership

Communication Skills

Technical Proficiency (Payment Systems

API & Systems Integrations

Problem-Solving

Tools

Devcode (PaymentIQ)

Praxis

Job description

Head of Customer Service/Support

About the job:

Pay CC is a cutting-edge payment solution provider, specifically tailored for high-risk industries. We are looking for a Head of Support to join our 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: Min 10+ 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