Head of Support

Company: VisionGrid

About the Client
Manitist is a payment infrastructure platform built for global merchants entering Latin America. It provides seamless access to the region's most widely used local payment methods — PIX, Boleto, OXXO, SPEI, local wallets, and crypto. The platform is designed for high-risk and complex industries: gaming, fintech, crypto, and digital goods. Beyond payment acceptance, it handles compliance out of the box — AML/KYC, local regulations, fraud monitoring, and AI-based risk scoring. The goal is simple: remove card dependency, simplify market entry, and unlock new revenue in LatAm without the usual infrastructure headaches.
About Us
Vision Grid is a recruitment and consulting agency specializing in IT and executive talent acquisition. With over 13 years of experience in Executive Search and Tech Recruitment, we partner with forward-thinking companies to attract, engage, and hire top-tier professionals — from individual contributors to C-level executives — across multiple geographies.
About the Role
We're looking for a Head of Support who will fully own the merchant support function — building a managed, measurable operation directly tied to merchant activation, retention, and processing volume growth. 
What You Will Do
 Process & quality
* Build support tiers (L1/L2/L3), escalation matrix, and shift handover/routing procedures to Payments Monitoring, Tech, and Account Management
* Build a knowledge base of SOPs, response templates, and playbooks for common merchant cases (integrations, declined transactions, routing, chargebacks, disputes)
* Implement QA (ticket sampling, scoring criteria, review cycles, corrective actions) and own the support tool stack (ticketing, chat, dashboards, automations)
* Ensure compliance-safe communication standards for high-risk and iGaming verticals
Team management
* Hire, onboard, and develop the team; run 1:1s, performance reviews, and calibration sessions
* Build shift schedules covering merchant time zones (incl. weekends/holidays) with clear coverage and handover
Reporting & analytics
* Build reporting from scratch — daily, weekly, and monthly — with Jira as the single source of truth for support metrics
* Break down results by agent, channel, vertical, and segment; surface recurring issues to Product/Tech, and present findings to management with root-cause analysis and recommended actions
SLA management
* Define SLAs by ticket type and segment (FRT, TTR, escalation speed, incident communication)
* Track and alert on breaches, own root-cause analysis and corrective actions, and report SLA compliance as an ongoing metric
Support conversion
* Define and instrument a conversion model linking support interactions to merchant outcomes
* Track response/resolution speed, post-resolution retention, and churn signals; run and report on experiments (templates, proactive touches, escalation thresholds)
What We Are Looking For
* 3+ years managing a support team, incl. 1+ year in a Lead/Head role
* Experience in FinTech, PSP, acquiring, high-risk processing, or iGaming — understanding of pay-in/pay-out flows, approval rate, routing, chargebacks
* Strong analytical skills: metrics definition, dashboards, reporting (Excel/Sheets required)
* Hands-on experience with Telegram-based ticket flows, including setup and automation
* English — Advanced (B2+)
* Experience managing a distributed team across time zones
Nice-to-have
* Proven track record building support processes and reporting from scratch
* Experience supporting merchants in LatAm markets (Brazil, Mexico, Colombia, Chile)
* Knowledge of local payment methods (PIX, SPEI, boleto, OXXO)
* Experience with incident management and post-incident reporting
Interested?
If this role sounds like a good match, we’d be happy to connect and discuss details.
Email: olha.ol@visiongrid.io
Telegram: @Olha_recruiter15
Let’s talk about how you can become part of a growing team 🚀

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