Act as a senior escalation point for high-value and business-critical cases—especially those involving card processing, credit limits, chargebacks, failed transactions, and compliance-sensitive matters. * Lead process improvement initiatives that enhance service quality, reduce resolution times, and improve team efficiency—leveraging your deep fintech/SaaS support experience and strong understanding of customer behaviour in high-growth environments. * Define and standardise service workflows, owning documentation in Notion, managing support tasks and handoffs in Jira, and optimising ticketing and CRM flows in HubSpot. * Take responsibility for internal knowledge management, contributing to macros, escalation playbooks, and cross-functional service alignment. * 5+ years of hands-on experience in a seni
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