FinTech Customer Support Team Leader

About the role

Zain's Bede FinTech company, which launched in Sudan in April 2025, is looking for a FinTech Customer Support Team Leader to lead and manage end-to-end customer care across all channels. The role reports to the FinTech Operations Manager and covers service quality standards, support agents and customer feedback mechanisms.

Key responsibilities

• Lead and oversee day-to-day operations of all customer support channels, ensuring high-quality, timely and efficient service.
• Oversee resolution of customer inquiries and complaints on digital wallets, mobile money, digital payments, merchant services and financial transactions.
• Monitor escalations such as failed transactions, reversals, chargebacks, wallet funding issues and payment disputes.
• Supervise and coach support agents, and develop, implement and monitor service procedures and standards.
• Ensure adherence to SLAs, response time targets and customer experience standards.
• Set up and run customer feedback mechanisms, analyse feedback and complaints, and work with Market Research, Analytics and Product teams on improvements.
• Deliver training, manage quality assurance (audits, performance evaluations, interaction reviews) and conduct performance reviews.
• Work with Channel Operations and other departments on agent and merchant issues, and support new products and services.
• Ensure compliance with regulatory requirements and information security policies.

Required profile

• Bachelor's degree in Business Administration, Management, Marketing, IT, Banking, Finance or a related field; MBA is an advantage.
• At least 3 years of progressive experience in customer support, customer service or contact center operations.
• At least 2 years in a supervisory or team leadership role.
• Experience in FinTech, digital financial services, telecommunications, banking or payment services is highly preferred.
• Proven experience managing inquiries, complaints, escalations and service recovery, and monitoring service quality standards, SLAs and KPIs.

Required skills

• Conflict handling and resolution, and leadership skills.
• Able to persuade and influence managers and employees.
• Advanced use of IT packages such as Excel, Word and PowerPoint.
• Strong reporting, metrics and analytics skills, including dashboard creation for executive and board reporting.

To apply, candidates submit a resume/CV, a passport-size photograph and proof of highest education qualification through the Zain careers application.