Team Lead, Ecom Support

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

• Day to day management of a team of support specialists, including conducting team meetings, scheduling of team working hours & tasks, 1-2-1s, performance management and quality monitoring.
• Work with your peers and management to define strategy for the team and deliver on all agreed KPIs and ensure that our first line is always striving to exceed expectations.
• Identifying and addressing process gaps and promoting efficiencies throughout the customer lifecycle.
• Identifying trends in technical issues with merchants and implementing changes to address and streamline the ecommerce set-up and ongoing support processes.
• You’ll act as a customer champion, providing feedback on any customer opinions or concerns to the relevant groups internally (Including but not limited to Product, Technology & Sales).
• We pride ourselves on how we collaborate with each other and you will be expected to work closely with other business units to ensure timely and accurate responses to customer queries.
• Work with the Ecommerce gateway providers to address technical issues and act as a point of referral for complex and escalated queries.
• Identify areas for improvement and implement changes to meet strategic needs.
• Clear and effective reporting, data analysis and other related administrative duties.
• Promote an enthusiastic and competitive atmosphere within the team, increasing motivation and results
• Identifying training and coaching needs within your team and ensuring support and training for all staff meets requirements.
• You’ll develop yourself to progress your career within Global Payments, and will be supported by your leaders to realise your goals.
• From time to time you may be required to support other regions, we are global business and when a need arises you will professionally represent the UK&I business.
• You should stay up to date with product changes, industry trends and best practices to ensure that you are on the ball at all times.
• We work in a fast paced, ever evolving environment, so expect to pitch in with other responsibilities from time to time.

What You’ll Own

• Day to day management of a team of support specialists, including conducting team meetings, scheduling of team working hours & tasks, 1-2-1s, performance management and quality monitoring.
• Work with your peers and management to define strategy for the team and deliver on all agreed KPIs and ensure that our first line is always striving to exceed expectations.
• Identifying and addressing process gaps and promoting efficiencies throughout the customer lifecycle.
• Identifying trends in technical issues with merchants and implementing changes to address and streamline the ecommerce set-up and ongoing support processes.
• You’ll act as a customer champion, providing feedback on any customer opinions or concerns to the relevant groups internally (Including but not limited to Product, Technology & Sales).
• We pride ourselves on how we collaborate with each other and you will be expected to work closely with other business units to ensure timely and accurate responses to customer queries.
• Work with the Ecommerce gateway providers to address technical issues and act as a point of referral for complex and escalated queries.
• Identify areas for improvement and implement changes to meet strategic needs.
• Clear and effective reporting, data analysis and other related administrative duties.
• Promote an enthusiastic and competitive atmosphere within the team, increasing motivation and results
• Identifying training and coaching needs within your team and ensuring support and training for all staff meets requirements.
• You’ll develop yourself to progress your career within Global Payments, and will be supported by your leaders to realise your goals.
• From time to time you may be required to support other regions, we are global business and when a need arises you will professionally represent the UK&I business.
• You should stay up to date with product changes, industry trends and best practices to ensure that you are on the ball at all times.
• We work in a fast paced, ever evolving environment, so expect to pitch in with other responsibilities from time to time.

What You’ll Bring

• Strong knowledge of ecommerce platforms, systems and concepts.
• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.
• Enjoy a fast paced challenging environment.
• Clear communicator with excellent written, verbal and listening skills.
• Technically minded and able to work across multiple systems.
• Flexible, approachable, motivated and have a desire to succeed.
• Identifying and embracing new ideas to enhance our service, products or personnel.
• Be flexible in your approach to the needs of our customers and the business and be accommodating and resilient to change.
• Ability to collaborate cross-functionally to understand customer and business requirements.
• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
• Understand the importance of KPI’s and how to monitor and manage them.
• Mentor and support team members and have an understanding of how to encourage performance excellence.
• Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.

It’s a bonus if you have

• A minimum of 3 years experience working in a customer or technical support role is desirable.
• A minimum of 1 years experience leading a team is desirable.
• A degree in IT, Computer Science or related discipline is desirable but not essential.
• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.
• Previous use of Kibana or Grafana would be advantageous.

About The Team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.