Job Description

Customer Support Team Lead / Head of Support (FinTech / eCommerce / Payment Processing)

At Akuaro , we are partnering with a B2B payment processing company with offices in Estonia, Spain, Switzerland, and Kazakhstan.

We’re not looking for someone to create KPIs, templates, or “support strategy.” We need someone who ensures clients never sit unanswered.

The Challenge:

We have ~8–10 support agents, scripts, rules, and tech. What we don’t have is control. Messages from key merchants can sit 30–40 minutes. Founders often end up jumping into chats themselves. That’s why this role exists.

Your job, you run support in real time:
  • Monitor all support channels
  • Know who is on duty
  • Spot when a client is being ignored
  • Push, elevate, call, or force action — until someone takes ownership
  • Ensure tech gives an answer and it reaches the client
  • Track repeat offenders and replace them
  • You don’t solve tic...

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