Payment Customer Service Supervisor

Job Description

Job Description

Job Title: Payment Customer Service Supervisor

Job Description: As a Payment Customer Service Supervisor at a fintech payments consulting company, you will be responsible for leading customer operations — overseeing a team of customer service agents handling payment-related queries, transaction issues, and client support for a fintech payments platform. You will draw on experience in payment solutions, fintech, or online industries to build a high-quality, compliant customer service function.

Responsibilities:*

• Lead customer operations — overseeing a team of customer service agents handling payment-related queries and transaction issues
• Manage day-to-day customer service team performance — setting targets, coaching agents, and driving CSAT and resolution quality
• Design and maintain customer service workflows, SLAs, and escalation processes for payment-related enquiries
• Handle escalated customer complaints and complex payment transaction issues with professionalism and compliance
• Ensure all customer interactions comply with applicable UAE payment regulations and financial services communication standards
• Monitor team performance metrics including CSAT, first-contact resolution, and response time — driving continuous improvement
• Develop and maintain knowledge base and training materials for payment customer service team
• Coordinate with Technical, Compliance, and Operations teams to resolve systemic payment issues affecting customers

Qualifications Needed:

• Experience in payment solutions, fintech, or online industries — required
• Proven team leadership or supervisory experience in a payment or fintech customer service environment
• Strong understanding of payment transaction issues, customer service compliance, and UAE payment regulatory standards
• Excellent leadership, communication, and performance management skills
• Proficiency with customer service platforms and CRM tools for team management and reporting
• Arabic language skills preferred for UAE customer service team leadership

What the Company Offers:

• Payment Customer Service Supervisor role at a fintech payments consulting company in Dubai
• Customer operations leadership mandate for a payments technology environment

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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