Company Description Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.

　　We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.

　　Job Description

　　The role

　　We're looking for a strong Team Leader with a passion for coaching and developing people as well as driving exceptional individual and collective performance across Merchant Care.

　　How you’ll make an impact

　　Strong people and performance management Contribution to Operational Excellence and Merchant Care driven projects as requiredTo be an escalation point for cases being handled by your teamCollaboration with other Merchant Care leaders to ensure the overall health of case triage, SLA/response times, quality, categorisation and backlog - owning this for your particular team/tierPartnering with colleagues in Level 2, Commercial and Client ServicesEnsure new processes and practices are adopted and understood to drive quality and efficiencyPlay a lead role in encouraging Checkout.com values Qualifications What we’re looking for

　　Previous experience managing people and 3+ years of experience as an individual contributor in a customer facing support role1+ years demonstrable experience operating with domain expertise within the payments industryWorking in a team measured using qualitative and quantitative targets and KPIsManaging multiple issues and incidents involving different internal and external stakeholdersDocumenting processes and improving them over timeCoaching and developing the knowledge and skill of others with your domain expertisePassion for customer care and problem solvingAbility to inspire, energise and motivate othersAbility to coach others, learn from mistakes and approach problems with emotional intelligence and courageAbility to receive and provide open and honest feedback and hold yourself and your team accountable to values, targets, metrics and KPIsAbility to follow structured hiring and performance management processesAbility to deal with conflict and create space for disagreement and debate Understanding of the payments landscape and processesAbility to continually monitor and manage competing priorities and adjust accordinglyAbility to drive/own process improvement initiatives and projects within your team, and contribute to broader initiatives and projectsCross team collaborationBrilliant communication skills, internally and externallyMethodical and repeatable approach to troubleshooting and issue resolutionWorking knowledge of using tools and processes to troubleshoot issuesEscalation management - ensuring escalations are supervised, triaged, prioritized, owned, and resolved effectivelyCuriosity and a high performance mindset Additional Information

　　Apply without meeting all requirements statement 

　　If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

　　We believe in equal opportunities

　　We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 

　　Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.

　　When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us. 

　　We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We’ll be happy to support you.

　　Take a peek inside life at Checkout.com via

　　Our Culture video https://youtu.be/BEwnpHuadSwOur careers page https://www.checkout.com/careersOur LinkedIn Life pages bit.ly/3OaoN1U  Our Instagram https://www.instagram.com/checkout_com/