Support Operations Lead – Payments Platform

PGWay is a cutting-edge payment gateway provider revolutionizing global transactions for the iGaming industry and beyond. Operating within a massive ecosystem of 120+ brands, PGWay offers 150+ payment methods, multi currency support, and proprietary technology with SSL encryption and PCI DSS Level 1 compliance. Our all-in-one platform simplifies payments through smart routing, real-time monitoring, and tailored strategies, empowering businesses to scale globally while ensuring seamless, secure transactions.

We are looking for a Support Operations Lead to manage and optimize the support team for our payments platform. This role is responsible for ensuring that client and internal inquiries are handled effectively, tickets are processed according to SLAs, and the support team maintains high operational standards.

The Support Operations Lead will focus on day-to-day team leadership, process discipline, and knowledge management, while working closely with the Head of Operations, who owns the broader support and engineering support strategy.

Responsibilities

Team & People Management

• Manage, mentor, and coach support staff
• Oversee staffing, hiring, and shift scheduling to ensure proper coverage
• Implement training and onboarding programs to develop technical and client-facing skills
• Set and track performance goals to ensure accountability and growth within the team

Support Operations

• Ensure tickets are handled in line with defined SLAs and priorities
• Monitor ticket hygiene, categorization, and escalation handling
• Manage and optimize the support ticketing system and related tools
• Ensure support processes, runbooks, and guides are documented and accessible in the team wiki

Knowledge & Quality Management

• Identify recurring issues and drive the creation of knowledge base articles and FAQs to reduce repeat inquiries
• Maintain high quality and consistency in support responses across the team
• Provide regular reporting on support metrics, SLA compliance, and customer experience indicators
• Work with Tier 2 and TAMs to ensure knowledge and insights are fed back into support documentation

Collaboration

• Partner with the Head of Operations on staffing, training, and strategic priorities
• Escalate systemic or technical issues to the Head of Operations for engineering involvement
• Contribute feedback to improve workflows, while focusing on execution excellence within the support team

Requirements

• 4+ years experience in support leadership within fintech, payments, SaaS, or iGaming industries
• Strong people management experience (team coaching, training, performance reviews)
• Expertise with ticketing systems, workflow optimization, and support tools
• Strong understanding of SLAs, escalation paths, and support operations best practices
• Analytical mindset with the ability to identify trends and build proactive solutions
• Excellent communication and organizational skills
• Passion for delivering excellent customer experiences and building scalable support processes.

Benefits

• Snacks in the Office
• 24 days of vacation per year
• Attractive office location and facilities
• Medical insurance
• Breakfasts and lunches in the office (partially paid by the Company)
• Languages classes (partially paid by the Company)
• Social Club of the Company