At Paymentology, we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa UnionPay cards at scale - across more than 60 countries.
Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart.
We’re looking for a Support Strategy Partner to act as the strategic backbone of Paymentology’s global Support organisation, and as the right hand to the Head of Customer Support. In this role, you’ll lead our support transformation agenda, ensuring platform stability, operational excellence, and proactive incident management across multiple platforms. Leveraging data, analytics, and cross-functional influence, you’ll help evolve Support from reactive operations into a predictive, intelligence-driven, and globally scalable function.
If you’re experienced in technical support strategy, platform operations, and leading complex, cross-functional initiatives in high-availability environments, this is your opportunity to drive global impact at scale.
What it takes to succeed:
- Experience (8+ years) in Technical Support, Service Operations, or Support Strategy within high-availability or Fintech environments.
- Proven track record leading managers or multi-platform initiatives, influencing without direct authority and driving transformation at scale.
- Strong technical depth in complex, high-availability environments, with a solid understanding of platform stability, incident management, and observability.
- Advanced hands-on skills with Zendesk and Jira, including workflow design and optimisation for global support operations.
- High proficiency in BI dashboards, SQL, and analytics, using data to drive decisions, design metrics, and build predictive operational models.
- Familiarity with observability and monitoring tools, and how they integrate into support processes and incident management frameworks.
- Exceptional executive communication skills, with the ability to create and present clear, concise, executive-grade reporting and strategic recommendations.
- Strong stakeholder management and influencing skills across Support, Product, Engineering, and SRE/Observability teams.
- ITIL certification or equivalent service management framework knowledge is preferred.
Top Skills
What We Do
Paymentology is the leading next-gen cloud-native global issuer-processor. We provide digital banks, retail banks, fintechs and telcos the technology, team and experience to easily issue and process any type of physical or virtual card; debit, prepaid, credit and more. Anywhere in the world, rapidly and at scale.
Our superior multi-cloud platform offering both shared and dedicated processing instances, vast global presence, and richer real-time data set us apart as the leader in payments. Our payments experts bring deep, local market knowledge on the ground in 60 countries, across 14 time zones, guaranteeing 24/7 support.
We are deeply committed to increasing financial inclusion worldwide,
and to making a positive impact in the communities in which we operate
