Paymentology

Global Support Operations – Transformation Strategy Lead

Paymentology

full-time

Posted on:

Location Type: Remote

Location: Serbia

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Job Level

Senior

Tech Stack

SQL

About the role

  • Provide strategic leadership, coaching, and direction to Platform Support Managers
  • Own the global Support strategy execution roadmap
  • Lead transformation initiatives that embed automation and predictive analytics
  • Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams
  • Own executive-grade reporting on platform health
  • Promote analytics and BI-driven decision-making across Support
  • Influence tooling and workflow design to enhance visibility
  • Operate with high autonomy as a strategic partner
  • Lead cross-functional transformation programmes

Requirements

  • Experience (8+ years) in Technical Support, Service Operations, or Support Strategy
  • Proven track record leading managers or multi-platform initiatives
  • Strong technical depth in high-availability environments
  • Advanced hands-on skills with Zendesk and Jira
  • High proficiency in BI dashboards, SQL, and analytics
  • Familiarity with observability and monitoring tools
  • Exceptional executive communication skills
  • Strong stakeholder management and influencing skills
  • ITIL certification or equivalent service management framework knowledge is preferred.
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Technical SupportService OperationsSupport Strategyhigh-availability environmentsBI dashboardsSQLanalyticsobservability toolsmonitoring tools
Soft Skills
strategic leadershipcoachingexecutive communicationstakeholder managementinfluencing skillsdata-driven decision-makingcross-functional collaborationautonomy
Certifications
ITIL certification