Payment Customer Service Supervisor

Payment Customer Service Supervisor

Location: Dubai, UAE

Employment Type: Full-time

Salary: AED 15,000 – 20,000 per month + performance bonus

Job Summary

We are seeking an experienced Payment Customer Service Supervisor to lead customer operations, oversee payment-related support, and manage team performance in a fast-paced payment solutions environment. The role focuses on customer growth, operational efficiency, payment coordination, and service quality improvement.

Key Responsibilities

Team Performance Management

• Develop and monitor team KPIs, including customer growth, transaction volume, and operational performance
• Support team productivity through regular reviews, coaching, and performance tracking
• Implement incentive and performance improvement initiatives

Customer Operations & Growth

• Maintain relationships with key customers and support transaction growth
• Manage customer segmentation and engagement strategies
• Respond to customer inquiries and improve overall customer experience

Payment & Settlement Operations

• Coordinate payment collection and settlement processes
• Monitor and resolve transaction or settlement issues, including delays and discrepancies
• Work closely with internal teams to ensure accurate and timely payment processing

Risk & Compliance Support

• Monitor unusual transaction activity and escalate potential risks when necessary
• Support compliance and operational control procedures

Data Analysis & Reporting

• Track operational metrics such as payment success rates, conversion rates, and customer activity
• Prepare reports and recommend process improvements based on performance data

Requirements

• Bachelor’s degree in Finance, Economics, Business, or related field preferred
• Minimum 3 years of experience in payment operations, customer operations, or financial services
• Familiarity with payment processes, settlement operations, and transaction workflows
• Experience in team supervision and KPI management
• Strong analytical and problem-solving skills
• Proficiency in English and Chinese (Mandarin)
• Ability to work effectively in a fast-paced environment

Preferred Qualifications

• Experience in payment solutions, fintech, or online industries
• Understanding of operational risk and transaction monitoring
• Strong customer relationship management skills

Key Performance Indicators (KPIs)

• Customer growth and retention
• Active customer engagement
• Payment success rate
• Customer satisfaction
• Issue resolution efficiency

Benefits

• Competitive salary with performance bonus
• Career growth opportunities
• Dynamic and international working environment
• Professional development opportunities