Customer Care Lead (German Speaking)

DaoPay, is a licensed and leading international payment service provider with over 24 years of experience. We operate globally and process digital payments via several methods globally. We are now seeking a talented and hands-on Customer Care Team Lead to join our team. In this role you will be directly connected to the B2C end of operations and also merchant relations. You will be leading a team of 2-3 agents.

What You'll Do:

• Providing all levels (1-3) of Customer Support to our end users via email, phone call, chat and post
• Lead the team in reaching weekly and monthly targets and helping to resolve internal questions, escalations and support workflow alignment
• Resolve merchant queries regarding all phases from integration to ongoing operations
• Occasionally assisting with transaction monitoring and supporting the Fraud Department
• Maintaining an open communication with other departments in the firm in order to resolve complex customer issues swiftly
• Deliver scheduled performance reports to Managers on an agreed upon basis
• Maintain deep knowledge of our platforms and services, ensuring your team is properly trained

Your Profile:

• Fluency in both German & English
• Previous experience as Team Lead or Senior Support Agent role, advantageous if previous experience in Financial Service Support
• Strong communication skills and willing to communicate with internal and external partners
• Solution oriented and willingness to take initiative to complete tasks, projects and commitments
• Good overall technical understanding
• Working knowledge of MS Office; tech savvy and knowledge of additional software is most welcome

Our Offer:

• International and dynamic work environment
• Onsite training and ongoing learning and growth within the industry
• Weekly team lunches and healthy fresh fruits & snacks provided weekly
• Full time career opportunity with an office centrally located in Barcelona