• Lead and optimize customer service across WhatsApp, social media, phone calls, and other support channels. • Actively manage customer interactions, ensuring efficient resolution of queries and proactive handling of customer issues. • Engage customer care agents in outbound calls during available time to existing customers and retailers, supporting retention, upselling, and relationship building. • Maintain close collaboration with Sales, Technical, and other departments to enhance customer satisfaction and align support activities with overall business goals. • Monitor call quality, customer feedback, and satisfaction metrics, and provide continuous training and performance feedback to the team. • Balance customer satisfaction and company objectives, finding sustainable solutions that lead to mutual satisfaction and loyalty. • Implement strategic guidelines provided by the Head of Sales and senior management, actively contributing to company growth through exceptional service.

• Bachelor’s degree in Business Administration, Communications, Marketing, or related fields. • 3+ years experience managing customer care teams, ideally within fintech, payments, telecom, or similar industries. • Strong interpersonal and communication skills with proven experience in customer relationship management. • Ability to integrate customer service operations with sales strategies, demonstrating proactive and commercially aware customer engagement. • Familiarity with CRM tools, customer messaging platforms (WhatsApp Business), and support systems. • Proven ability to collaborate cross-functionally, ensuring customer success through effective teamwork. • Join PayWay and help us deliver the best-in-class customer support experience—keeping customers satisfied, engaged, and loyal!