Senior Support Manager | PSP

About the Position

Senior Support Manager | PSP

Join Evotym as a Senior Support Manager | PSP in Riga, Europe. Lead a support team, improve service quality, and grow into Head of Support.

About the Company

Evotym is committed to building excellent teams for growing companies. As a leading fintech recruitment agency, we connect top talent with fintech companies, driving their growth and success. Our expertise in the industry allows us to understand its unique challenges and opportunities, ensuring a precise match between candidates and clients.

Join us and become part of a dynamic team making a significant impact in the fintech industry.

Responsibilities

• Lead and support the daily work of the support team, including performance, workload, and service quality.
• Monitor merchant and payment-related issues throughout the transaction cycle, including payment statuses, declines, settlements, refunds, chargebacks, and operational escalations.
• Ensure quick and accurate resolution of support requests from merchants and internal teams.
• Collaborate closely with operations, compliance, risk, account management, and technical teams to investigate issues and improve support processes.
• Analyze recurring problems, identify root causes, and help improve internal workflows, SLAs, and customer experience.
• Support reporting, KPI monitoring, team development, and onboarding of new support team members.
• Help build a strong and scalable support function that can grow with the company and gradually take on broader responsibility for support operations.

Requirements

• Minimum 3 years of experience in support within a PSP, acquiring, or payment company.
• Minimum 1 year of experience in team management within support or operations.
• Strong understanding of the payment flow, including transaction lifecycle, payment statuses, merchant issues, refunds, chargebacks, and escalations.
• Experience working with compliance, risk, operations, and technical teams in the payment environment.
• Good English skills and native Russian language.

Key Personal Traits

• Strong sense of ownership and leadership mindset.
• Calm and structured approach to work in stressful situations.
• Excellent prioritization and problem-solving skills.
• Ability to lead by example and develop the team.
• Strong communication skills and customer-oriented approach.

We Offer

• Opportunity to join a growing international payment company.
• Important role with real impact on support quality and merchant experience.
• Management responsibility with potential to grow into Head of Support.
• Close collaboration with experienced cross-functional teams.
• Dynamic environment with opportunities to improve processes and build structure.

Compensation Package

• Salary: from 3000 EUR

About the Location

• City: Riga
• Country: Latvia (LV)
• Remote: Fully remote

Application Process

1. Initial interview with Talent Acquisition.
2. Interview with the hiring team.
3. Final interview with senior stakeholders.

Contact Information

• Recruiter: Alla Gyrenko