Head of Support & Payments Operations

2C2P; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

2C2P is seeking a dynamic Head of Support based in the Philippines to lead and scale the Support team across consumer, merchant, and partner channels. You will drive a high-performance culture, set KPIs, and implement processes to ensure rapid issue resolution and client satisfaction in a fast-paced startup environment.

You will recruit and mentor 6–15 team members, collaborate across departments, and steer strategic initiatives to maintain leadership in payments support.

Qualifications

• Minimum 7 years of working experience with at least 2 years in leadership capacity in customer/merchant support.
• Experience in payment processing, merchant acquiring, credit card fraud and chargeback from a financial institution and/or payments company.
• Sound knowledge of merchant risk, payment risk, card association policies, chargeback processes.
• Technical background/experience in the payments industry preferred.
• Experience in an early stage start-up, young and dynamic environment is a plus.
• Good command of English communication both written and spoken.
• Excellent presentation, interpersonal, verbal and written communication skills.
• Ability to lead a team of 6-15 people.
• Proven ability to cope with conflict, stress and crisis situations.
• Strong leadership, people management experience and decision-making skills.
• Collaborative team player and highly adaptable to changing needs of customers.

Responsibilities

• Overseeing all customer (consumer) support, pre-live client support and post-launch client support.
• Overseeing and managing partner boarding projects and ongoing support.
• Delivering seamless support and issue resolution to customers, merchants/clients, and partners.
• Building the Company’s support capabilities, recruiting teams, and implementing processes and tools.
• Defining and building the optimum team structure; driving lean operations.
• Leading key strategic initiatives identified as part of the operating plan.
• Leading all major change management efforts relating to Customer/Merchant/Partner Support.
• Supervising team members and ensuring compliance with policies.
• Creating and maintaining operations plan, standards, and manual for Support.
• Motivating team members, coaching, and ensuring high performance and competency.
• Defining KPIs and conducting performance discussions.
• Understanding employees to design development initiatives.
• Driving process improvements to be number one in the industry.
• Undertaking other duties as assigned.

Skills

Leadership

People management

Change management

Strategic thinking

English communication

Cross-functional collaboration

KPI performance management

Start-up environment experience

Payments industry knowledge

Conflict & crisis management

Team leadership (6-15)

Job description

2C2P is seeking a dynamic Head of Support based in the Philippines to lead and scale the Support team across consumer, merchant, and partner channels. You will drive a high-performance culture, set KPIs, and implement processes to ensure rapid issue resolution and client satisfaction in a fast-paced startup environment.

You will recruit and mentor 6–15 team members, collaborate across departments, and steer strategic initiatives to maintain leadership in payments support.