Support Lead (Fully Remote) London, England

Primer

Full Time London, England 27755 - 40000 GBP ANNUAL Today

Job description

The last two decades have seen an explosion in new payment services - from digital wallets, mobile payments, and open banking, to Buy Now Pay Later and crypto. Great for consumers! But, incredibly complex for merchants and developers. That’s where Primer comes in.

Primer is the world's first automation platform for payments. With Primer, merchants and developers have all the underlying infrastructure and "lego blocks" they need to build the best buying experiences for their customers. Any developer can build a connection on Primer; merchants then simply 'click and connect' to the services they need to build their desired payment flows within their Primer dashboard.

Since starting in January 2020, we've raised funding from top tier investors including Accel, Balderton and Iconiq. Our all-star team from across the world of payments and fintech includes ex Braintree-PayPal, Stripe, Checkout, Tink, Recurly, TrueLayer, Paddle, Plaid, Kount and more - come and join us!

As Lead for the Support function you will work closely with the product, engineering and go-to-market (GtM) teams to ensure that our merchants receive the best possible service and support.

This role requires an individual who is highly organized, analytical, and has excellent communication and people management skills. You're driven by data and measurable outcomes which you use to evangelise and enforce best practices with all teams across the organisation.

Your team is here to support our merchants and you’re here to support our growth through feedback, mentoring and advocacy. You will play a key role in the growth of our GtM function and your insights will drive our product roadmap identifying new opportunities to excel at what we do. As Primer’s global merchant base expands, you will serve as the founding leader of the Support team, building the team and defining the strategy for how Primer will continually deliver white glove support.

You will...

Hire, coach and lead a team of Support agents, ensuring timely and high-quality responses to merchant inquiries.
Act as a liaison between the Support team and other functions within Primer, recommending and building an end-to-end support flow. Participate and organize an on-call support rotation for urgent technical issues to ensure best in class 24/7 support to our merchant.
Collaborate with the product development & GtM teams to identify and prioritize bug fixes and product enhancements.
Work with merchants to troubleshoot technical issues related to payment processing systems and APIs.
Write detailed support tickets that clearly outline the issue, steps to reproduce, and potential solutions.
Utilize technical skills to diagnose and resolve complex technical issues.
Develop and maintain standard operating procedures for the Support team to ensure consistent and efficient service delivery, in collaboration with our Ops function.
Define and monitor merchant support metrics and KPIs to identify areas for improvement and implement necessary changes.
Implement best practices for capturing feature request from merchants and act as a data-driven change agent to recommend meaningful improvements to our product.
Serve as point-of-contact for merchant escalations and ensure they are resolved in a timely and satisfactory manner.
Identify opportunities for training and development for the Support team.
Lead quality assurance program to provide teammates feedback on their daily work and reinforce quality standards.
Nurture the team to be product experts while actively investing in their career development and technical knowledge.
Socialize Support function across the organization, integrating your work into other teams’ initiatives wherever possible.
Mobilise, track and coordinate with other Primer teams through a passion for structure and good communications to build and execute our vision of best in class service.

You are...

An experienced support leader, preferably in the payments space, with a track record of delivering excellence through your team.
Strongly motivated to be a people and operational leader in a fully distributed, hypergrowth startup.
Experienced in supporting talent development and driving company level support KPIs.
Comfortable deriving insights from a high-volume of merchant inquiries.
A candidate who possesses the analytical skill to understand, structure and resolve at pace the challenges B2B customers face in payments.
Well versed in best practices with tools such as Zendesk, JIRA, Salesforce, Datadog and other tools of the trade.
Able to demonstrate a focus on the ability to execute on and deliver complex operational projects involving multiple stakeholders; i.e. project management and collaboration skills.
Passionate about growing and capturing knowledge while driving a collaborative growth mentality across the team.
Focused on driving operational awareness in a fast-paced organisation and translating the big picture into actionable projects that improve what we do and how we do it.

The way we work is different at Primer

Our culture is about removing the roadblocks to doing your best work. We focus on taking initiative, letting the best ideas win, and valuing output over anything else.

Underpinning all of this is our 'trust by default'. You’ll work remotely, wherever works best for you, have unlimited coworking access, unlimited time off, no company spending approvals, regular whole company retreats, team workations, and open access to people across the company.

We find the best thinking and work come from removing limiting assumptions. So, one of our favourite approaches to solving problems is simply: If anything is possible, then what will you do?

Our benefits:

100% remote working - work from anywhere you like, however you like \uD83C\uDF0D

Competitive share options \uD83D\uDCC8

Uncapped holiday, with 25 days minimum to be taken ✈️

Co-working space access \uD83D\uDDE3

Team socials - quarterly workations, annual company retreats and virtual events \uD83E\uDD73

Laptop, screens and accessories of your choosing! \uD83D\uDDA5

Additional £500 towards your home office setup \uD83E\uDEB4

Unlimited learning budget \uD83E\uDDE0

Medical insurance via SafetyWings \uD83E\uDE7A

Location-specific benefits - pension, 401k, health insurance etc.

Primer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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