Support Lead

Support Lead (Vista, APAC - Auckland)

Reporting to: Support Manager

Direct Reports: None

Employment type: Permanent, Full-time

Principal Objectives:

In this role, you will become a Payments subject matter expert while continuously learning new technologies. You'll work closely with the Sales and Partnerships teams to support Payments onboarding and lead various payment-related projects across Vista and Veezi. As the escalation point for Payments Support, you'll coordinate directly with payment providers and handle a wide range of responsibilities including reconciliation, settlement, chargebacks, consultation, documentation, and knowledge sharing—ensuring smooth operations and expert guidance across all payments touchpoints.

Role highlights:

• Become a payments subject matter expert and learn new technologies
• Close collaboration with Sales & Partnerships
• Payments onboarding and various payments projects for Vista and Veezi
• Payments support escalation point for Vista and Veezi
• Coordination with payment provider
• Reconciliation, settlement, charge backs, consultation, general questions, documentation, knowledge sharing, and more!

Role Levels:

Role Levels empower upskilling and talent mobility within teams. Experience, knowledge, skills, and expertise outlined below for each level. A candidate may be hired into a higher level based on knowledge, experience, and skills. Role Levels are a framework at the manager's discretion, and the capabilities must be consistently demonstrated over time.

Requirements:

• Passionate about learning and excited for new technologies
• Moderate experience with payments, transaction pipeline, and templates on various sales channels
• Embraces the unknown with flexibility, adaptability, and enthusiasm

Support Lead:

• Expert on core products
• Famous for being a subject matter expert on at least two advanced products
• Run point on projects or initiatives
• Consistently achieves business goals and metrics successfully, promptly, and accurately

Senior Support Lead (everything from Support Lead plus):

• Famous for being a subject matter expert on most products
• Consistently embodies leadership capabilities
• Own internal and external escalations and priorities with the team
• Coordinate or assign work items with the team and other tasks as delegated
• Run point on support initiatives or projects
• Helps facilitate cross-regional and cross-departmental tasks and initiatives as assigned either on an ad-hoc, temporary basis, or as part of a more formal rotation program
• Provide coaching, mentorship, training, and guidance to the team
• Provide and assist with coordinating coverage for team members and managers
• Overachieves business goals and metrics