Customer Support Lead

Localpayment

. Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance.

Posted 10/10/2026full-timeRemote • ColombiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading support operations, managing SLAs, and driving performance metrics in customer support environments. Proficient in payment flows and tools, with a strong focus on team development and customer advocacy.

Highest-signal resume keywords

Team LeadershipSupport Operations ManagementPayment Flows KnowledgeKPI Definition and ReportingB2B SaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTechnical SupportProcess DesignIncident ManagementRoot Cause AnalysisSLA ManagementKPI TrackingLog AnalysisAPI FamiliarityPayment Methods Knowledge

Soft Skills

CoachingCommunicationCollaborationProblem-SolvingCustomer Advocacy

Tools & Technologies

ZendeskZoho DeskJiraSlackExcelBI ToolsGrafanaAI Tools

Industry Keywords

FintechPaymentsB2B SaaSEnterprise ClientsLATAM Payment Methods

Tech Stack

Tools & technologies

Grafana

About the role

Key responsibilities & impact

Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance.
Own support operations and SLAs for enterprise merchants, including processes, escalation matrix and tooling (Zendesk/Zoho Desk).
Act as the senior escalation point for critical incidents, coordinating with merchants and internal teams.
Lead RCA and post-mortems for recurring incidents and follow up on corrective actions.
Define and report support KPIs (FRT, resolution time, SLA, CSAT) and turn them into action plans.
Join retention and SLA reviews with strategic clients alongside Account Management.
Build the knowledge base and drive AI and automation in support.
Bring the voice of the customer to Product, Engineering, Compliance and Operations.

Requirements

What you’ll need

6+ years in customer or technical support, including 2–3 years leading teams.
Experience in fintech, payments or B2B SaaS with enterprise clients.
Strong knowledge of payment flows and LATAM methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).
Comfortable with APIs, HTTP errors and log analysis in Grafana.
Advanced Zendesk or Zoho Desk, plus Jira, Slack and Excel/BI; AI tools a plus.
Track record with SLAs, KPIs and process design.
Fluent English and Spanish; Portuguese a plus.