Support Lead

Scroll down for more

Support Lead

All About Us

HomeSend is a leading player in the revolution to transform the way funds flow cross-border. It is designed to work with banks, mobile money operators, money transfer organizations and more helping them modernize the way they make and receive cross-border payments so they can provide a better service to their end-users.

Our backbone is our comprehensive global network which enables ‘paying’ Financial Institutions (banks, mobile money operators, money transfer organizations and more) to transfer funds to ‘receiving’ Financial Institutions in a way that is safe, swift, and cost-effective.

HomeSend is a joint venture of Mastercard (majority shareholder) and eServGlobal that specializes in cross-border payments.

Overview

HomeSend is looking for a dynamic Support Lead with a strong focus and expertise in Customer support and people management. This role is a unique opportunity to become part of a support team dedicated to serving our clients and internal stakeholders in all aspects of their day-to-day needs.

The person who holds this position will be primarily responsible for the daily management of both Business Support Operations and Customer Support Operations for HomeSend:

  • Customer Support: Customer/Partner incident/problem management & Service monitoring.
  • BizOPS Support: Business configuration management necessary to onboard Customers and to operate the HomeSend service.

Role

  • Manages day-to-day operations of Support Functions to ensure that support delivered to Customers and internal stakeholders meets established product/service standards and follows HomeSend’s policies and procedures.
  • Addresses and resolves complex problems, providing managerial operational support and solutions to respond to the enquirer’s needs.
  • Assists with process improvement efforts and initiatives associated with optimization of resources and consumer Customer support delivery.
  • Directs implementation of analytic tools to optimize service delivery.
  • Collaborates with internal stakeholders to facilitate internal development and support of new products, services and/or technology enhancements.
  • Manages a team locally and remotely, conducts goal setting and performance appraisal processes, mentors and coaches team members.

All About You

  • Undergraduate degree
  • Strong leadership skills
  • Customer oriented
  • Demonstrated success in leading a support function day-to-day operation according to established strategy, policies and procedures
  • Ability to identify opportunities to enhance customer service delivery based on industry best practices
  • Experience participating in activities associated with support of new products or product enhancements
  • Demonstrated knowledge and experience with vendor management including knowledge of contracts, SOWs, and KPIs associated with a vendor contract
  • Previous experience in start-up, technology or financial services preferred • Strong interpersonal and communication skills
  • Dynamic and results-oriented
  • Stress resistant
  • Fluent in English, any other language is a plus.

JOB DETAILS

Location

Brussels, Belgium

Alternatively, please send your CV and cover letter to the following email address careers@homesend.com to apply.

Share this job