Ecommerce Support Team Lead — Drive Strategy & KPIs

Global Payments Inc.; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Global Payments Inc. is seeking a Customer Support Team Lead to manage a team of support specialists in Dublin. You will define strategy with peers to deliver KPIs and ensure our first line consistently exceeds expectations.

You will identify process gaps, promote efficiencies across the customer lifecycle, and engage with Product, Technology and Sales to address customer feedback. The role emphasizes mentoring and data-driven reporting.

Qualifications

• Experience leading a customer support team or similar unit.
• Strong track record in delivering KPIs and improving processes.
• Excellent written and spoken communication with stakeholders.

Responsibilities

• Oversee day-to-day management of a team of support specialists.
• Define strategy with peers to meet KPIs and improve first-line support.
• Identify and address process gaps to increase efficiency across the customer lifecycle.
• Promote customer-focused culture and act as the customer champion.
• Collaborate with product, tech and sales to feedback customer insights.
• Provide clear reporting and data analysis for leadership.
• Coach and mentor staff to reach performance goals.

Skills

Team leadership

KPI management

Customer service

Communication

Cross-functional teamwork

Data analysis

Mentoring

Education

IT/CS degree

Tools

Google Workspace

Grafana

Job description

Global Payments Inc. is seeking a Customer Support Team Lead to manage a team of support specialists in Dublin. You will define strategy with peers to deliver KPIs and ensure our first line consistently exceeds expectations.

You will identify process gaps, promote efficiencies across the customer lifecycle, and engage with Product, Technology and Sales to address customer feedback. The role emphasizes mentoring and data-driven reporting.