Customer Support Team Lead (Payments)

About Eneba

At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.

Role Overview We are looking for a hands-on, empathetic Customer Support Team Lead to guide our Payments Support team. In this role, you will mentor frontline agents, manage complex payment escalations, and collaborate with Risk, Compliance, and Product teams to deliver fast, secure, and frictionless financial support experiences.

Responsibilities

• Team Leadership & Coaching: Guide, mentor, and supervise payment support specialists to achieve operational KPIs, ensuring top-tier communication, accuracy, and customer care across all interactions.

• Escalation & Risk Management: Act as the primary point of escalation for complex, high-stakes, or sensitive payment inquiries (e.g., failed transactions, chargebacks, account holds, and suspected fraud), ensuring swift and compliant resolution.

• Cross-Functional Collaboration: Partner closely with Risk, Compliance, Finance, Engineering, and Product teams to troubleshoot payment incidents, refine workflows, and advocate for customer needs.

• Performance & Workforce Management: Conduct regular 1:1s, performance reviews, and quality assurance audits; collaborate with Workforce Management on capacity planning, shift scheduling, and hiring.

• Metrics & Analytics: Monitor key support and payment-specific metrics (CSAT, First Contact Resolution, SLA adherence, and escalation rates) to measure team effectiveness and identify operational bottlenecks.

• Continuous Improvement: Analyze customer journeys and payment touchpoints to reduce friction, update knowledge bases, and foster a culture of feedback and adaptability as our financial products evolve.

Requirements

• Payments & Fintech Experience: Proven experience in customer support within payments, fintech, banking, or e-commerce, with a solid understanding of payment processing, chargebacks, refunds, and KYC/AML basics.

• Leadership Track Record: Experience setting clear deliverables and coaching support teams (leading teams of 10+ is a strong plus) to hit KPIs, ideally in hybrid or fully remote environments.

• Composure Under Pressure: High sense of urgency with the ability to navigate sensitive financial issues, ambiguity, and rapid product changes with calm, decisive communication.

• Process & Project Mindset: Strong organizational, time-management, and project management skills, with a history of optimizing support workflows and standard operating procedures (SOPs).

• Communication Mastery: Deep understanding of tone-of-voice principles, de-escalation techniques, and clear cross-functional communication with both technical and non-technical stakeholders.

• Adaptability: Self-starter capable of operating autonomously; experience supporting evolving, early-stage, or high-growth products is highly desirable.

What it’s like to work at Eneba

*Opportunity to join our Employee Stock Options program.

*Opportunity to help scale a unique product.

*Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.

*Paid volunteering opportunities.

*Work location of your choice: office, remote, opportunity to work and travel.

*Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.

*Please attach CV's in English.

*To find out about how we handle your personal data, make sure to check out our Candidate Privacy Notice https://www.eneba.com/candidate-privacy-notice