Customer Support Manager

**Title - Customer Support Manager Desired Location - Sydney (Remote is ok)**

**Hybrid - Remote - On site**

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey

**Your Mission**

We are looking for a Customer Support Manager to join our fast-growing Customer Support team. Reporting to our Business Operations Manager, you will be supporting the team on case management, escalations, and operational efficiency, with a key focus on delivering exceptional merchant experiences through timely resolution, proactive communication, and continuous service improvement in a 24/7 environment.

**Key Responsibilities**
- Manage, motivate and be committed to customer service excellence and coordinate our Customer Support team both on site and remotely
- Manage inbound case volumes via our CRM tool to ensure service levels are met and volumes are managed
- Serve as the escalation point for any customer enquiries and complaints which may require support.
- Handle escalated customer issues to ensure they are managed in a timely and professional manner, including all required documentation and reporting
- Identify opportunities to improve processes and customer experience, taking the lead in cross-functional solutions and projects
- Work seamlessly with the Field Services, Onboarding, Tech and Integrations teams to deliver an exceptional merchant experience
- Support QA and UAT as a part of ongoing product enhancements
- Create and publish a “daily plan” to be followed by the support team
- Ensure all operational SLA’s of the Call Centre and Helpdesk are met
- Own and deliver customer support reporting
- Ensure the core knowledge base for internal teams and external merchants is up to date and regularly reviewed.
- Identify trends and work alongside respective teams to enhance systems, processes and merchant experience
- Take ownership of process documentation and continuous improvement activities
- Hire and train new customer support agents as needed
- Develop and maintain a team roster
- Support a customer centric culture and proactive approach
- Deliver 1:1 feedback, coaching, and training as required to elevate team performance
- Monitor interaction quality to ensure Till standards are met across all communication channels within the service desk
- Work alongside the team to respond to tickets, answer calls and chat as and when required

**Requirements**:

- Experience in Customer Support Leadership: 2-5 years in a team lead, supervisor, or senior agent role within a fast-paced support environment.
- Payments or FinTech Knowledge: Familiarity with merchant acquiring, payments, POS systems, or financial services.
- Escalation & Incident Management: Proven ability to handle high-priority issues, coordinate with internal teams, and drive timely resolutions.
- Analytical & Reporting Skills: Comfortable using support tools, dashboards, and reporting to identify trends, track KPIs, and recommend improvements.
- Coaching & Development: Experience in mentoring, training, and performance management to uplift team capability.
- Process Improvement Mindset: Demonstrated success in implementing or refining processes to improve efficiency and customer satisfaction.
- Communication Skills: Excellent verbal and written communication, with the ability to simplify complex issues for both merchants and internal stakeholders.
- Resilience in 24/7 Operations: Experience working in or leading teams with round-the-clock or shift-based coverage.
- Collaboration & Stakeholder Management: Strong ability to partner with Product, Engineering, Risk, and Operations to resolve merchant issues.

**Working Language**
- English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

**Benefits**
- Flexible working arrangements, with a hybrid office and home setup;
- A dynamic, inclusive, and supportive work environment fostering collaboration, innovation, and creativity;
- Opportunities for career growth, with a focus on internal promotions and employee development;
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