Senior Payments Support Lead (Enterprise Fintech)

Black Pen Recruitment; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Black Pen Recruitment presents a Senior Customer Support Agent role focused on credit card payments and fintech gateways in Cape Town. The role handles complex merchant queries, coordinates during incidents and collaborates with technical teams to prevent recurring problems.

You will support enterprise customers, mentor junior agents, and ensure high service levels and data protection during secure payment operations.

Qualifications

• Post-school diploma or degree in IT, CS, engineering, business or finance.
• ITIL Foundation or Intermediate, with incident & problem management experience.
• 3–6 years’ experience in technical or application support, incl. 3 years in payments/fintech.
• Proven experience managing incidents and merchant communications during live incidents.
• Third-line support or specialist escalation in a payment gateway environment would be advantageous.
• Experience supporting enterprise customers, deputising for a team leader or working with external tech partners.
• Must have credit card experience.

Responsibilities

• Investigate complex payment and integration issues, trace transactions and distinguish card scheme or acquiring bank issues from platform defects.
• Keep merchants informed during incidents, assess impact and coordinate updates and follow-up communication.
• Provide dedicated senior support to enterprise and whale merchants, working with Relationship Managers to meet SLAs.
• Work with Product, Engineering, Infrastructure, Risk and Finance to identify root causes and track corrective actions.
• Prepare clear, complete technical escalations and maintain accurate support documentation and knowledge base content.
• Coach support agents, strengthen troubleshooting skills and assist with daily operations and escalations when deputising for the Team Lead.
• Protect customer and payment data, maintain auditable support records.

Skills

ITIL Foundation

Incident management

Payments knowledge

Credit card payments

Escalation handling

Enterprise support

Communication

Education

Post-school diploma or degree in IT/CS/Engineering/Business/Finance

Tools

REST APIs

SDKs

Webhooks

Payment gateway

Job description

Black Pen Recruitment presents a Senior Customer Support Agent role focused on credit card payments and fintech gateways in Cape Town. The role handles complex merchant queries, coordinates during incidents and collaborates with technical teams to prevent recurring problems.

You will support enterprise customers, mentor junior agents, and ensure high service levels and data protection during secure payment operations.