Head of Customer Service

Head of Customer Service/Support

About the job:

Pay CC is a cutting-edge payment solution provider, specifically tailored for high-risk

industries. We are looking for a Head of Support to join our rapidly growing team in Dubai.

Responsibilities:

Payment Traffic Optimization: Analyse and enhance payment routing strategies to

maximize success rates and minimize transaction costs.

Third-Party Integration: Oversee the integration of new payment solutions, ensuring

seamless connectivity with banks and payment providers.

Team Leadership: Manage and mentor a team of payment support agents, fostering

a culture of continuous improvement and excellence.

Technical Collaboration: Work closely with the tech department to address technical

challenges, perform product testing, and manage the payment technical backlog.

Stakeholder Communication: Serve as the primary liaison between internal teams

and external payment providers, handling escalations and ensuring clear

communication.

Documentation & Compliance: Maintain comprehensive documentation of payment

processes and ensure compliance with legal and operational standards.

Qualifications & Skills

Experience: Min 10+ years in a similar role within the payments industry.

Analytical Skills: Strong ability to analyse data, identify trends, and implement

optimization strategies.

Technical Proficiency: Familiarity with payment platforms such as Devcode

(PaymentIQ) and Praxis, including routing and fallback mechanisms.

API Knowledge: Experience with APIs and system integrations is beneficial.

Communication: Excellent interpersonal and communication skills, capable of

managing cross-functional relationships.

Problem-Solving: Proactive in identifying issues and implementing effective solution

Technical Proficiency: Familiarity with payment platforms such as Devcode

(PaymentIQ) and Praxis, including routing and fallback mechanisms.

Apply now!