Internal Opportunity: Payment Shift Lead

We're opening an internal position for a Payment Shift Lead within the Payments team. This is a great opportunity for someone on our team who's ready to take the next step into a leadership role.

What You'll Do

• Manage the day-to-day performance of the Payments team during your assigned shift, ensuring payment operations run smoothly and in line with established processes and SLAs.
• Monitor team workload, productivity, response times, and SLA compliance, redistributing tasks and ensuring proper shift coverage when needed.
• Act as the first point of contact for Payments Specialists, supporting them with complex or escalated payment cases.
• Monitor payment channels, providers, deposits, withdrawals, and transaction statuses to spot unusual declines, stuck or pending transactions, provider issues, or sudden changes in approval rates.
• Prioritize and escalate payment incidents to the appropriate provider or internal team, ensuring they are documented and followed up until resolution.
• Coordinate with Risk, Customer Support, Marketing, and other relevant teams when required.
• Provide regular feedback and coaching to team members on payment procedures, internal tools, and operational standards, recognizing strong performance and addressing areas for improvement.
• Ensure the team follows payment procedures, escalation flows, and internal policies, reviewing selected cases and transactions for accuracy.
• Identify recurring mistakes and outdated or unclear processes, and raise improvement suggestions to management.
• Prepare daily shift updates covering key incidents, provider performance, pending issues, and operational risks.
• Maintain clear shift handovers, ensuring unresolved cases have defined ownership and next steps.
• Escalate critical issues to the Payments Manager/Head when required.

Requirements

• Experience in the Payments team, with a good understanding of our payment processes, providers, and internal tools.
• Interest in taking the next step toward a leadership role; previous mentoring or team lead experience is a plus but not required.
• Good knowledge of deposit and withdrawal flows and common transaction issues.
• Strong attention to detail and a proactive approach to identifying and solving problems.
• Willingness to support, guide, and give feedback to teammates.
• Good communication skills and the ability to work with other departments.
• Ability to stay organized and prioritize in a fast-paced environment.
• Flexibility to work in shifts.
• English proficiency at B2 level or higher.
• Russian proficiency is a plus.