Payment Customer Service Supervisor
Location: Dubai, UAE
Employment Type: Full-time
Salary: AED 15,000 – 20,000 per month + performance bonus
Job Summary
We are seeking an experienced Payment Customer Service Supervisor to lead customer operations, oversee payment-related support, and manage team performance in a fast-paced payment solutions environment. The role focuses on customer growth, operational efficiency, payment coordination, and service quality improvement.
Key Responsibilities
Team Performance Management
- Develop and monitor team KPIs, including customer growth, transaction volume, and operational performance
- Support team productivity through regular reviews, coaching, and performance tracking
- Implement incentive and performance improvement initiatives
Customer Operations & Growth
- Maintain relationships with key customers and support transaction growth
- Manage customer segmentation and engagement strategies
- Respond to customer inquiries and improve overall customer experience
Payment & Settlement Operations
- Coordinate payment collection and settlement processes
- Monitor and resolve transaction or settlement issues, including delays and discrepancies
- Work closely with internal teams to ensure accurate and timely payment processing
Risk & Compliance Support
- Monitor unusual transaction activity and escalate potential risks when necessary
- Support compliance and operational control procedures
Data Analysis & Reporting
- Track operational metrics such as payment success rates, conversion rates, and customer activity
- Prepare reports and recommend process improvements based on performance data
Requirements
- Bachelor’s degree in Finance, Economics, Business, or related field preferred
- Minimum 3 years of experience in payment operations, customer operations, or financial services
- Familiarity with payment processes, settlement operations, and transaction workflows
- Experience in team supervision and KPI management
- Strong analytical and problem-solving skills
- Proficiency in English and Chinese (Mandarin)
- Ability to work effectively in a fast-paced environment
Preferred Qualifications
- Experience in payment solutions, fintech, or online industries
- Understanding of operational risk and transaction monitoring
- Strong customer relationship management skills
Key Performance Indicators (KPIs)
- Customer growth and retention
- Active customer engagement
- Payment success rate
- Customer satisfaction
- Issue resolution efficiency
Benefits
- Competitive salary with performance bonus
- Career growth opportunities
- Dynamic and international working environment
- Professional development opportunities
