Head of Support - Dubai, United Arab Emirates - Caliberly

    Caliberly
    Caliberly Dubai, United Arab Emirates

    2 weeks ago

    Description


    Role: Head of Support - Payment Portal

    Experience: 12 Years

    About the job

    Our Client is a cutting-edge payment solution provider, specifically tailored for high-risk industries. We are looking for a Head of Support to join our client's 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: Minimum of 12 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.


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