Partner Support Team Leader
Role Overview
Lead Partner Support operations to deliver a strong partner experience, performance, and process excellence.
The role calls for a goal-oriented, analytical, observant, people-focused leader who can coach teams and translate business priorities into operational targets.
Key Skills for This Role
Full Job Posting
Role overview
Lead Partner Support operations to deliver a strong partner experience, performance, and process excellence.
The role calls for a goal-oriented, analytical, observant, people-focused leader who can coach teams and translate business priorities into operational targets.
Team leadership and coaching
- Lead, coach, and motivate the team to achieve CSAT, FCR, productivity, and adherence KPIs.
- Give structured feedback through QA reviews, calibration sessions, and performance one-to-ones.
- Create development plans to grow skills and retain top performers.
Operational delivery and quality
- Manage daily workflows, escalations, and partner deliverables across multiple support channels.
- Drive performance routines, SLA achievement, and fair application of policies such as DAT, Hold Timer, and CSAT Fraud controls.
- Work with the Operations Manager to identify risks, close delivery gaps, and optimize scheduling.
- Participate in QA monitoring and ensure action plans are completed.
- Champion the side-ticket and escalation framework for efficiency and traceability.
- Keep the team informed about product and process changes and industry trends.
- Identify automation and workflow improvements to enhance partner experience.
Stakeholder and business alignment
- Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.
- Support business targets through reporting, root-cause analysis, and solution proposals.
- Escalate high-impact issues to senior management with clear data and recommendations.
Benefits
- Quarterly bonus based on achievement of operational targets.
- Career growth opportunities are subject to business needs and performance.
- Opportunity to work in a high-growth fintech environment and contribute to operational excellence.
Requirements
- Able to lead, coach, and motivate a Partner Support team to achieve operational targets.
- Able to translate business priorities into operational targets and support service-level adherence.
- Able to deliver structured feedback through quality reviews, calibration sessions, and performance one-to-ones.
- Able to manage workflows, escalations, and partner deliverables across multiple support channels.
- Able to use reporting and root-cause analysis to support business targets and propose solutions.
- Able to collaborate with cross-functional stakeholders and escalate high-impact issues with data and recommendations.
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