Bede, a Zain Fintech company launched in Sudan in April 2025, is dedicated to delivering innovative and secure digital financial solutions that enhance financial accessibility and convenience for individuals, businesses, and institutions. Through its digital wallet and expanding fintech ecosystem, the company provides integrated payment, transfer, and merchant services across Sudan. At Zain Fintech, we are committed to building trusted, accessible, and customer-centric financial solutions that contribute to the digital transformation and financial inclusion of Sudan.

Department/Section: Commercial/FinTech Operations 

Job Title: FinTech Customer Support Team Leader

Reports To: FinTech Operations Manager

To lead and manage the end-to-end customer care operations across all channels. The FinTech Customer Support Team Leader is responsible for setting and achieving service quality standards, managing support agents, and implementing customer feedback mechanisms for continuous service improvement.

• Lead and oversee the day-to-day operations of all customer support channels to ensure delivery of high-quality, timely, and efficient customer service. 

• Oversee the resolution of customer inquiries and complaints related to digital wallets, mobile money services, digital payments, merchant services, and financial transactions. 

• Monitor and manage customer support escalations involving failed transactions, reversals, chargebacks, wallet funding issues, and payment disputes. 

• Supervise and support Customer Support Agents, providing guidance, coaching, and escalation management for complex customer inquiries and complaints. 

• Develop, implement, and monitor customer service procedures, standards, and operating guidelines to improve service efficiency and customer satisfaction. 

• Ensure adherence to service level agreements (SLAs), response time targets, and customer experience standards. 

• Establish and manage customer feedback mechanisms to capture customer insights, identify service gaps, and address root causes of dissatisfaction. 

• Analyze customer feedback, complaints, and service performance data to identify trends and recommend improvement initiatives. 

• Collaborate with Market Research, Analytics, and Product teams to translate customer insights into actionable service and product enhancements. 

• Drive continuous improvement initiatives to optimize customer journeys and service touchpoints across all channels. 

•   Ensure all customer support activities comply with regulatory requirements, company policies, and operational procedures. 

• Design, coordinate, and deliver ongoing training programs to enhance product knowledge, customer service excellence, and problem-resolution capabilities. 

• Manage quality assurance activities, including service audits, performance evaluations, and customer interaction reviews. 

• Monitor quality and performance metrics to identify development opportunities and implement corrective actions where required. 

•  Partner with internal departments to ensure effective resolution of customer issues and continuous improvement of service delivery processes. 

• Coordinate with Channel Operations teams to address agent and merchant-related service inquiries, complaints, and escalations. 

• Support the implementation of new products, services, and operational initiatives by providing customer service expertise and feedback. 

• Foster strong stakeholder relationships to ensure alignment between customer needs, operational capabilities, and business objectives. 

• Maintain a strong understanding of the company's fintech products, payment ecosystem, digital channels, and customer support technologies to effectively guide the support team. 

• Conduct performance reviews, provide ongoing feedback, and support employee and capability-building initiatives. 

• Lead, coach, and develop the operations team, ensuring high performance, technical competencies, and adherence to operational standards.

• Ensure compliance with all applicable policies & regulatory requirements in information security.

Qualifications/Experience: -

• Bachelor's degree (B.Sc.) in Business Administration, Management, Marketing, Information Technology, Banking, Finance, or a related field. 

• Master’s degree (MBA) will be an advantage. 

• Minimum 3 years of progressive experience in Customer Support, Customer Service, Contact Center Operations  

• Minimum 2 years of experience in a supervisory or team leadership role. 

• Experience within the FinTech, Digital Financial Services, Telecommunications, Banking, or Payment Services industry is highly preferred. 

• Proven experience managing customer inquiries, complaints, escalations, and service recovery processes. 

• Demonstrated experience in developing and monitoring service quality standards, SLAs, and customer support KPIs. rations, or Customer Experience Management.

Skills: -

• Conflict handling and resolution skills.

• Leadership skills.

• Able to persuade and influence senior manager and employee levels.

• Highly developed skills in use of relevant IT packages including Excel. Word, PowerPoint etc.

• Highly developed reporting skills, metrics, and analytics, including dashboard creation for executive leadership and board reporting.