Customer Support • Lead

Who you are

You have extensive experience in customer support leadership, ideally within the payments or fintech industry — you've successfully scaled customer experience organizations and understand the nuances of managing diverse customer bases, including Payment Service Providers and merchants. Your strategic mindset allows you to define and drive customer journeys effectively, ensuring comprehensive onboarding and proactive engagement.

You embody PPRO’s core values of collaboration and customer-centricity — you thrive in environments where cross-functional alignment is essential, and you have a proven track record of fostering deep partnerships across teams to enhance customer satisfaction. Your ability to think critically about customer needs and operational efficiency sets you apart as a leader in this space.

You are passionate about innovation in global commerce — you understand the importance of local payment methods and how they can empower businesses to connect with customers worldwide. Your vision aligns with PPRO's mission to simplify access to these methods, and you are eager to contribute to this goal.

What you'll do

As the Vice President of Customer Support and Integrations, you will be pivotal in shaping the customer experience at PPRO — you will lead the customer support team, ensuring that every interaction reflects the company's commitment to excellence. Your role will involve defining strategies that enhance the customer journey, from onboarding to ongoing support, ensuring that all customer touchpoints are optimized for satisfaction and efficiency.

You will collaborate closely with various departments, including product, engineering, and marketing, to ensure that customer feedback is integrated into product development and service enhancements — your insights will drive significant improvements across the organization. You will also be responsible for establishing metrics to measure customer satisfaction and operational performance, using data to inform decisions and drive continuous improvement.

In this senior leadership role, you will mentor and develop your team, fostering a culture of accountability and excellence — you will empower your team members to take ownership of their roles and encourage them to innovate in their approaches to customer support. Your leadership will be crucial in embedding a commercially responsible and customer-centric mindset throughout the organization.

What we offer

At PPRO, you will be part of a diverse global team united by a common goal — you will have the opportunity to work with partners like Ant Group, PayPal, and Stripe, helping them access new markets and accelerate their growth. We offer a collaborative work environment where your contributions will have a direct impact on our mission to innovate global commerce. Join us in our journey to deliver the best possible products and services to our partners and customers.