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?
[email protected]
Apply within 14 days. Mention the role in the email subject.
