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Company Description

Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We're the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That's why we're on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we're just getting started. We're building diverse and inclusive teams around the world - because that's how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.

Job Description

As a Manager within Merchant Care, you will play a pivotal role in guiding and enhancing the performance of our global Level 2 team. You will inspire, mentor, and lead a team of product support engineers, ensuring they deliver exceptional service and support to our merchants. Your leadership will drive continuous improvement, operational efficiency, and collaboration across departments to improve overall service delivery. The ideal candidate will possess strong leadership skills, technical expertise, and a customer-focused mindset.

How you'll make an impact

Inspire, mentor, and lead a team of product support engineers.
Provide regular feedback and coaching to enhance team members' skills and performance.
Identify training needs and facilitate ongoing development opportunities.
Utilise data and metrics to monitor performance, identify trends, and drive continuous improvement.

Develop and implement processes and procedures to improve operational efficiency and service quality.
Collaborate with other departments (e.g., Engineering, Product, Client Services, Commercial) to address recurring issues and improve overall service delivery quality.

Qualifications

About You:

Minimum of 3 years of previous experience managing a distributed team within a technical field.
Strong communication and interpersonal skills, with the ability to interact effectively with clients, team members, and other stakeholders.
Proven ability to manage multiple priorities and work effectively under pressure.
Strong technical knowledge and experience operating within a technical environment.
Exceptional customer service skills, with a focus on empathy, responsiveness, and problem-solving.
Bachelor's degree in technical field or equivalent experience required.
Familiarity with support ticketing systems and best practices.
Written and spoken fluency in English.
Experience of merchant acquiring or payments industry will be beneficial.

Additional Information

Apply without meeting all requirements statement

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

We believe in equal opportunities

We work as one team. Wherever you come from. However you identify. And whichever payment method you use.

Our clients come from all over the world - and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.

When you join our team, we'll empower you to unlock your potential so you can do your best work. We'd love to hear how you think you could make a difference here with us.

We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We'll be happy to support you.

Take a peek inside life at Checkout.com via

Our Culture video https://youtu.be/BEwnpHuadSw
Our careers page https://www.checkout.com/careers
Our LinkedIn Life pages bit.ly/3OaoN1U
Our Instagramhttps://www.instagram.com/checkout_com/