Senior Payments Support Lead – Enterprise & VIP Merchants

Black Pen Recruitment; Wes-Kaap; On-site; ZAR 420,000 - 720,000; Full time

Job summary

Black Pen Recruitment is seeking a Senior Customer Support Agent for a leading fintech payments gateway and Open Banking platform in Cape Town. You will resolve complex merchant payment issues, coordinate during incidents, and escalate with technical teams.

You will support enterprise clients, guide junior agents, and ensure high data integrity and security in line with PCI/POPIA standards.

Qualifications

• 3–6 years’ experience in technical or application support, incl. 3+ years in payments/fintech/banking/payments gateway
• Experience managing incidents and recurring problems on merchant- or customer-facing platforms
• Third-line support or specialist escalation experience in payments gateway/PSP would be advantageous
• Experience supporting enterprise customers and deputising for a team leader would be advantageous
• 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 and coordinate updates and follow-up communication
• Provide dedicated senior support to enterprise and whale merchants, working with Relationship Managers to meet service levels
• Work with Product, Engineering, Infrastructure, Risk and Finance to identify root causes, track corrective actions and elevate delays
• Prepare clear, complete technical escalations and maintain accurate support documentation and knowledge base content
• Coach support agents and assist with daily operations, shift planning and escalations when deputising for the Team Lead
• Use elevated system access responsibly and protect customer and payment data

Skills

Payment processing knowledge

Incident management

Merchant communication

Leadership / coaching

Rostered shifts availability

Education

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

Tools

ITIL Foundation/Intermediate

Payments or card-industry certification

Job description

Black Pen Recruitment is seeking a Senior Customer Support Agent for a leading fintech payments gateway and Open Banking platform in Cape Town. You will resolve complex merchant payment issues, coordinate during incidents, and escalate with technical teams.

You will support enterprise clients, guide junior agents, and ensure high data integrity and security in line with PCI/POPIA standards.