Support Team Lead

ADP, Inc.; Gurugram District; Hybrid; INR 1,500,000 - 1,900,000; Full time

Job summary

Accertify is hiring a Support Team Lead to deliver exceptional service to high-profile clients. You will provide technical setup and support, troubleshoot connectivity, and configure fraud detection tools tailored to client needs.

Collaborate with internal teams, identify emerging fraud trends, implement solutions, and ensure seamless integration of our SaaS platforms. The role requires strong communication, proactive problem-solving, and a commitment to best-in-class customer experience.

Qualifications

• Experience working directly with clients in a customer-facing support or service environment.
• Strong analytical and problem-solving skills; able to identify and resolve issues proactively.
• Experience troubleshooting software applications and technical issues.
• Excellent written and verbal communication, able to communicate with technical and non-technical audiences.

Responsibilities

• Provide technical setup and support for Fraud, Chargeback, User Behavior, Account Protection, and Payment Gateway features.
• Troubleshoot client connectivity issues and monitor system alerts.
• Develop and deploy fraud screening rules and methodologies.
• Configure Analyst UI to client specifications.
• Collaborate with clients to identify new features for Interceptas.
• Evaluate emerging fraud trends with subject matter experts and adopt new approaches.
• Build strong client relationships and exceed expectations.
• Train and guide junior analysts.
• Liaise between clients and internal teams (Account Management, Operations, Development).
• Attend meetings and coordinate cross-functional efforts.

Skills

Client-facing

Communication

Analytical thinking

Problem-solving

Troubleshooting

Documentation

Cross-functional collaboration

Leadership potential

Time management

Job description

Accertify enables commerce by doing one thing extraordinarily well: pinpointing fraud. The company's Predictive Yes Platform helps businesses say yes to more - more good customers, more revenue, and more growth - without getting burned. It's a precise, confident, data-backed yes, made possible by joining signals across the entire customer lifecycle through unmatched data volume, layered AI-powered models, and a consortium approach that protects clients from bad actors spotted anywhere in the network while unlocking business with good actors verified anywhere in the network. With more than 10 billion transactions and over $1 trillion in commerce processed in 2025 alone, Accertify delivers the intelligence and precision that fraud and payments teams need to say yes confidently and enable growth. That's the More Yes difference.

We are hiring aSupport Team Leadto play a pivotal role in delivering exceptional service to high-profile clients across diverse industries. In this position, you will provide technical setup and support, troubleshoot system connectivity issues, and configure fraud detection tools tailored to client needs. Collaborating closely with internal teams and clients, you will help identify emerging fraud trends, implement innovative solutions, and ensure seamless integration of our SaaS platforms. This role demands strong communication skills, a proactive approach to problem-solving, and a commitment to maintaining a best-in-class customer experience.

• Provide technical support and set up for our clients regarding our Fraud, Chargeback, User Behavior, Account Protection, and Payment Gateway functionalities
• Troubleshoot client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed occur
• Develop and deploy fraud transaction screening rules and methodologies
• Configure Fraud Analyst user interface to client’s specifications
• Work closely with clients to identify new features and functionality for Interceptas
• Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies/fraud trends and adopt new approaches and features as needed
• Develop a strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded
• Train and guide junior analysts with job tasks.
• Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams
• Collaborate and attend meetings as assigned

Skills & Qualifications:

This is a high-visibility role that requires excellent communication skills, as well as a dynamic, energetic approach to problem-solving to support a best-in-class customer experience. Specific qualifications include:

• Experience working directly with clients in a customer-facing support or service environment.
• Strong analytical and problem-solving skills with the ability to proactively identify and resolve issues.
• Experience troubleshooting software applications and technical issues.
• Excellent written and verbal communication skills, with the ability to effectively communicate with both technical and non-technical audiences.
• Positive, energetic, and customer-focused attitude with a strong commitment to service excellence.
• Highly detail-oriented with a focus on accuracy, quality, and follow-through.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Experience supporting Client Services, Customer Support, Client Success, or Client Operations functions, including managing service-related inquiries and coordinating cross-functional efforts to resolve client issues.
• Ability to collaborate effectively across teams and build strong working relationships with internal and external stakeholders.
• Demonstrated leadership potential, initiative, and ownership mindset are strongly preferred.
• Previous experience working in a fast-paced, client-centric environment is highly preferred.
• Internal Candidates with a minimum of 2 years of experience supporting Client Services, Customer Support, Client Success, or Client Operations functions within Accertify are highly preferred.
• 1-3 years of experience with online credit card fraud prevention is a plus
• 1 -3 years of experience supporting payment transactions with a card processor
• 1 -3 years of experience supporting chargeback processes
• Work model: Hybrid (2 days in-office per week)
• Little to no travel is required in this position.

Why Join Accertify?

At Accertify, we offer more than just a paycheck—we invest in our people through competitive rewards, meaningful benefits, professional development opportunities, flexible ways of working, and programs that support your overall well-being. Join a team that values growth, collaboration, and innovation while empowering you to make an impact and build a rewarding career.