Customer Support Team Leader

Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless.

We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together.

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Join our Technical Support Team as a Technical Tier 1 Team Leader and lead a team of support agents to deliver top-tier customer service in a fast-paced fintech environment.

As a Customer Support Team Leader you will be responsible for: 

• Lead, mentor, and manage a team of 15 T1 support agents, ensuring full coverage and high performance.
• Define and implement processes, tools, and best practices to meet team KPIs and service SLAs.
• Oversee daily support operations, prioritizing incoming issues and driving improvements.
• Collaborate with R&D, Product, Escalation, and CS teams to ensure customer issues are resolved effectively.
• Foster a high-performance culture, developing team members’ skills and career growth.
• Identify and address customer experience gaps based on data-driven insights.

• Proven experience as a Team Leader.
• 3+ years in Technical Support – a must.
• Strong problem-solving skills and a “Can-Do” attitude.
• Ability to thrive under pressure in a dynamic work environment.
• Excellent customer service orientation and leadership abilities.
• Fluent English (written & spoken) with strong communication skills.
• Experience with Postman, Salesforce, HubSpot, Jira, Confluence.

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