Manager – Customer Service
About the company
At Payable (Pvt) Ltd, we are redefining the financial technology landscape by delivering cutting-edge payment solutions that empower businesses and consumers. As a leader in digital transactions, we continue to innovate and expand our reach, shaping the future of seamless financial interactions.
Role overview
Lead Payable’s customer service function, ensuring merchants and partners receive fast, accurate and empathetic support across every channel. Build and coach a high-performing team, define SLAs and quality standards, and partner with product, operations and tech to continuously improve the merchant experience.
Key responsibilities
- Lead, mentor and develop the customer service team across voice, chat and email.
- Own escalation management and resolve complex merchant issues end-to-end.
- Design workflows, scripts and knowledge base content for consistent service.
- Define and monitor SLAs, KPIs and quality scores; drive continuous improvement.
- Partner with product, tech and operations to close recurring pain points.
- Report on service performance and insights to senior leadership.
Qualifications & toolkit
Education Bachelor’s degree in Business Administration, Management or related field. 5+ years in customer service with at least 2 years in a leadership role.
Must-have skills Team leadership, CRM systems, SLA management, conflict resolution, technical documentation, Sinhala / Tamil / English.
Nice to have Prior experience repairing electronic devices – preferably POS or Android terminals. Working knowledge of Android device management tools, basic networking and the ability to work independently against tight deadlines.
When applying
Apply within 14 days. Mention the role in the email subject.