Job Description

Company Overview

At Payable (Pvt) Ltd, we are redefining the financial technology landscape by delivering cutting-edge payment solutions that empower businesses and consumers. As a leader in digital transactions, we continue to innovate and expand our reach, shaping the future of seamless financial interactions.

40,000+ merchants powered • No.1 fintech in Sri Lanka

NOW HIRING

Assistant Manager – Call Center Operations

01 ROLE OVERVIEW

Lead Payable's customer service function, ensuring merchants and partners receive fast, accurate and empathetic support across every channel. Build and coach a high-performing team, define SLAs and quality standards, and partner with product, operations and tech to continuously improve the merchant experience.

02 KEY RESPONSIBILITIES

• Lead, mentor and develop the customer service team across voice, chat and email.
• Own escalation management and resolve complex merchant issues end-to-end.
• Design workflows, scripts and knowledge base content for consistent service.
• Define and monitor SLAs, KPIs and quality scores; drive continuous improvement.
• Partner with product, tech and operations to close recurring pain points.
• Report on service performance and insights to senior leadership.

03 QUALIFICATIONS & TOOLKIT

Education
Bachelor's degree in Business Administration, Management or related field. 5+ years in customer service with at least 2 years in a leadership role.

• Must-have skills

• Team Leadership
• CRM Systems
• SLA Management
• Conflict Resolution
• Technical Documentation
• Sinhala / Tamil / English

Nice to have

Prior experience repairing electronic devices — preferably POS or Android terminals. Working knowledge of Android device management tools, basic networking and the ability to work independently against tight deadlines.

READY TO BUILD WITH US?

careers@payable.lk

Apply within 14 days. Mention the role in the email subject.

Apply Now

PAYable (Pvt) Ltd • 4th Floor, Huejay Court, No.32, Sir Mohamed Macan Marker Mawatha, Colombo 03

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