Job Description

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.

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