Global Support Operations & Transformation Strategy Lead (Remote)

Paymentology

10d • Remote

About The Position

At Paymentology , we’re redefining what’s possible in the payments space. As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard and Visa UnionPay cards at scale - across more than 60 countries. Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances. It's this global reach and innovation that sets us apart. We’re looking for a Support Strategy Partner to act as the strategic backbone of Paymentology’s global Support organisation, and as the right hand to the Head of Customer Support. In this role, you’ll lead our support transformation agenda, ensuring platform stability, operational excellence, and proactive incident management across multiple platforms. Leveraging data, analytics, and cross-functional influence, you’ll help evolve Support from reactive operations into a predictive, intelligence-driven, and globally scalable function. If you’re experienced in technical support strategy, platform operations, and leading complex, cross-functional initiatives in high-availability environments, this is your opportunity to drive global impact at scale. Provide strategic leadership, coaching, and direction to Platform Support Managers across key platforms, acting as a trusted partner and advisor. Own the global Support strategy execution roadmap, ensuring alignment with business objectives, SLAs, and platform reliability targets. Lead transformation initiatives that embed automation, predictive analytics, and self-service to reduce manual load and improve scalability across multi-cloud platforms. Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience. Own executive-grade reporting on platform health, operational performance, and service improvement initiatives, translating complex data into clear, actionable insights. Promote analytics and BI-driven decision-making across Support, championing a culture of continuous improvement and measurable outcomes. Influence tooling and workflow design to enhance visibility, incident routing, observability, and automation across multiple platforms and teams. Operate with high autonomy as a strategic partner to the Head of Customer Support, independently prioritising initiatives based on platform stability and customer impact. Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements. At Paymentology , it’s not just about building great payment technology, it’s about building a company where people feel they belong and their work matters. You’ll be part of a diverse, global team that’s genuinely committed to making a positive impact through what we do. Whether you’re working across time zones or getting involved in initiatives that support local communities, you’ll find real purpose in your work - and the freedom to grow in a supportive, forward-thinking environment.

Requirements

• Experience (8+ years) in Technical Support, Service Operations, or Support Strategy within high-availability or Fintech environments.
• Proven track record leading managers or multi-platform initiatives, influencing without direct authority and driving transformation at scale.
• Strong technical depth in complex, high-availability environments, with a solid understanding of platform stability, incident management, and observability.
• Advanced hands-on skills with Zendesk and Jira, including workflow design and optimisation for global support operations.
• High proficiency in BI dashboards, SQL, and analytics, using data to drive decisions, design metrics, and build predictive operational models.
• Familiarity with observability and monitoring tools, and how they integrate into support processes and incident management frameworks.
• Exceptional executive communication skills, with the ability to create and present clear, concise, executive-grade reporting and strategic recommendations.
• Strong stakeholder management and influencing skills across Support, Product, Engineering, and SRE/Observability teams.

Nice To Haves

• ITIL certification or equivalent service management framework knowledge is preferred.

Responsibilities

• Provide strategic leadership, coaching, and direction to Platform Support Managers across key platforms, acting as a trusted partner and advisor.
• Own the global Support strategy execution roadmap, ensuring alignment with business objectives, SLAs, and platform reliability targets.
• Lead transformation initiatives that embed automation, predictive analytics, and self-service to reduce manual load and improve scalability across multi-cloud platforms.
• Build strong, data-driven feedback loops with Product, Engineering, and SRE/Observability teams to eliminate recurring issues at source and enhance platform resilience.
• Own executive-grade reporting on platform health, operational performance, and service improvement initiatives, translating complex data into clear, actionable insights.
• Promote analytics and BI-driven decision-making across Support, championing a culture of continuous improvement and measurable outcomes.
• Influence tooling and workflow design to enhance visibility, incident routing, observability, and automation across multiple platforms and teams.
• Operate with high autonomy as a strategic partner to the Head of Customer Support, independently prioritising initiatives based on platform stability and customer impact.
• Lead cross-functional transformation programmes that balance short-term incident response with longer-term platform and tooling improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed