Head of Support - Payment Portal

Caliberly; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Caliberly is seeking a seasoned Head of Support for a Payment Portal in Dubai. The role focuses on optimizing payment routing, integrating new payment solutions, and leading a high-performance support team within the payments industry.

You will collaborate with tech and business stakeholders to improve payment success rates, reduce costs, and ensure regulatory and operational compliance in a fast-growing environment.

Qualifications

• 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 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

Payment routing optimization

Third-party integration

Team leadership

Technical collaboration

Stakeholder communication

Documentation & compliance

Analytical data analysis

API knowledge

Devcode (PaymentIQ)

Praxis routing/fallback

Tools

Devcode (PaymentIQ)

Praxis

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 clients 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.