Customer Support Lead

Job not on LinkedIn

🔥 0 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Localpayment

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

🔌 API

🤝 B2B

Fintech • API • B2B

Localpayment is a payments infrastructure company that provides a single API to power secure, seamless cross-border payments in emerging markets. Part of Aleph Group, Localpayment offers pay-in and pay-out capabilities, treasury and FX services, virtual accounts, on/off ramps for crypto, fraud protection, smart routing and multi-currency conversion. It targets businesses (advertisers, digital platforms, fintechs and marketplaces) with a strong Latin America footprint and a roadmap for global expansion, enabling high success rates and local bank coverage to scale cross-border commerce.

📋 Description

• Lead and grow a team of L1/L2 support analysts: hiring, coaching, coverage and performance. • Own support operations and SLAs for enterprise merchants, including processes, escalation matrix and tooling (Zendesk/Zoho Desk). • Act as the senior escalation point for critical incidents, coordinating with merchants and internal teams. • Lead RCA and post-mortems for recurring incidents and follow up on corrective actions. • Define and report support KPIs (FRT, resolution time, SLA, CSAT) and turn them into action plans. • Join retention and SLA reviews with strategic clients alongside Account Management. • Build the knowledge base and drive AI and automation in support. • Bring the voice of the customer to Product, Engineering, Compliance and Operations.

🎯 Requirements

• 6+ years in customer or technical support, including 2–3 years leading teams. • Experience in fintech, payments or B2B SaaS with enterprise clients. • Strong knowledge of payment flows and LATAM methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards). • Comfortable with APIs, HTTP errors and log analysis in Grafana. • Advanced Zendesk or Zoho Desk, plus Jira, Slack and Excel/BI; AI tools a plus. • Track record with SLAs, KPIs and process design. • Fluent English and Spanish; Portuguese a plus.