Company: Paymera
Department: Commercial
Location: Damascus, Syria | Full-Time
Reporting Line: Reports to Commercial Director

About Paymera

Paymera is a fast-growing fintech company providing secure and seamless digital payment solutions. Delivering exceptional customer experience is at the core of our operations.

Job Summary

The Customer Care Manager is responsible for leading Paymera's front-line customer support team across multiple channels, ensuring high service quality, fast response times, and smooth escalation processes. This role requires a deep understanding of customer care workflows — from initial contact to escalation and resolution — and combines leadership, operational awareness, and experience in high-volume service environments such as delivery companies or telecom providers.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and supervise customer care agents (calls & in-app chat).
• Set KPIs, service standards, and performance targets.
• Monitor team performance and ensure SLA compliance.
• Conduct training and continuous skill development sessions.

Process & Workflow Management

• Ensure smooth handling of inbound calls and chat inquiries.
• Oversee escalation to Back Office (Operations) or technical teams.
• Ensure proper ticket logging, tracking, and follow-up until resolution.
• Improve customer journey and reduce response and resolution times.

Coordination & Escalation

• Coordinate closely with Operations, Technical, and other departments.
• Ensure complex cases are properly escalated and resolved.
• Maintain structured communication between Frontline and Back Office teams.

Quality & Performance Monitoring

• Monitor call quality, chat interactions, and customer satisfaction levels.
• Analyze complaints, recurring issues, and root causes.
• Implement corrective actions and service improvements.
• Prepare performance and service quality reports for management.

Customer Experience Strategy

• Enhance customer experience standards.
• Develop scripts, knowledge base content, and response guidelines.
• Promote a customer-centric culture within the team.

Required Qualifications & Experience

• Bachelor's degree in Business Administration or related field.
• Previous experience as Customer Care Supervisor or Manager.
• Experience in delivery companies, telecom providers, or high-volume service industries is highly preferred.
• Strong understanding of front-line support operations and escalation workflows.
• Experience managing call center and chat support teams.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Ability to work under pressure in fast-paced environments.
• Good command of English.