Xflow
Fintech • API • SaaS
Xflow is a company that provides powerful API solutions for simplifying international payments, with a focus on facilitating collections and fund transfers to and from India. Their products include virtual foreign currency accounts, payment links for international invoices, invoicing with built-in payments, and solutions tailored for platforms to manage international payments. Xflow's offerings are particularly beneficial for IT service exporters, funded startups, small and medium businesses, freelancers, and platforms seeking to conduct international transactions without barriers. Xflow supports various payment methods like NEFT, RTGS, IMPS, and UPI, allowing for fast, secure, and cost-effective transactions. The company also ensures compliance with India's regulatory landscape, helping businesses focus on growth while avoiding operational complexities. Xflow's APIs are designed for seamless cross-border business payments, offering flexibility, white-label integration, and support for multiple currencies.
Customer Support Team Lead
Job not on LinkedIn
November 20
🗣️🇷🇺 Russian Required
Xflow
Fintech • API • SaaS
Xflow is a company that provides powerful API solutions for simplifying international payments, with a focus on facilitating collections and fund transfers to and from India. Their products include virtual foreign currency accounts, payment links for international invoices, invoicing with built-in payments, and solutions tailored for platforms to manage international payments. Xflow's offerings are particularly beneficial for IT service exporters, funded startups, small and medium businesses, freelancers, and platforms seeking to conduct international transactions without barriers. Xflow supports various payment methods like NEFT, RTGS, IMPS, and UPI, allowing for fast, secure, and cost-effective transactions. The company also ensures compliance with India's regulatory landscape, helping businesses focus on growth while avoiding operational complexities. Xflow's APIs are designed for seamless cross-border business payments, offering flexibility, white-label integration, and support for multiple currencies.
📋 Description
• Build and lead the in-house support team (hiring, onboarding, training, feedback, performance). • Set up and optimize support operations: SLA, prioritization, quality control, workflows, and metrics. • Ensure smooth transition from outsourced support to an internal team without loss of quality. • Monitor ticket handling quality, maintain documentation, templates, and knowledge base. • Collaborate with Development, QA, Marketing, Legal, and SMM on issue escalation and user insights. • Drive process improvements, implement automation and AI tools to increase efficiency. • Prepare regular support performance reports and present key findings to stakeholders. • Contribute to product and user experience improvements through data and feedback.
🎯 Requirements
• 3+ years of experience in Customer Support, including 1+ year as a Team Lead, with experience in relevant projects such as mobile apps or games. • Proven background in managing or restructuring support for large-scale products (1M+ users). • Deep knowledge of Zendesk (configuration, automation, dashboards, SLA). • Experience working with multi-language, multi-channel support (email, social media, app reviews). • Experience implementing AI or automation tools. • Strong understanding of support metrics and how to build processes around them. • Collaboration experience with Development and QA teams (escalations, Jira workflows). • Excellent communication and leadership skills. • English, Russian - C1.
🏖️ Benefits
• Work with a top global mobile app with more than 10 millions of active users. • Competitive salary and benefits package. • Flexible remote/office working options. • Opportunity to impact a global product with millions of active users. • A creative, dynamic environment with a talented and friendly team. • Professional growth and leadership opportunities.
Apply NowSimilar Jobs
November 20
Client Success Agent resolving customer inquiries via phone, email, and chat for a leading credit repair service. Achieving client satisfaction and retention by providing support and solutions.
November 15
Customer Helpdesk Analyst providing essential support for clinical staff at a global pharmaceutical company. Focused on improving patient care through technical support in a fully remote role based in India.
🗣️🇨🇳 Chinese Required
November 13
Customer Helpdesk Analyst providing Level 1 support for clinical systems at a global pharmaceutical company based in India. Delivering technical and operational support to enhance patient care and global health.
🗣️🇨🇳 Chinese Required
October 23
Sales Support Specialist supporting CNET Group by identifying opportunities and collaborating across teams. Responsible for pipeline growth, CRM maintenance, and sales support tasks.
July 31
Join New Era Technology as a remote IT Patching Management Specialist, ensuring timely patching operations and security compliance.