Responsibilities

Customer Success

• Build and lead the Customer Success team.

• Develop scalable frameworks for onboarding, adoption, QBRs, and account growth.

• Guide merchants on best practices to maximize approval rates, routing logic, and orchestration capabilities.

• Identify upsell and cross-sell opportunities and work with Sales/BD to close them.

• Collect customer insights to help shape the product roadmap.

Customer Support

• Oversee customer support operations and SLAs.

• Ensure timely resolution of tickets, incidents, and payment provider escalations.

• Build documentation, processes, and automation to improve support quality and efficiency.

• Collaborate with engineering and product to resolve complex technical issues.

Partnership Management

• Own relationships with PSPs, acquirers, gateways, fraud partners, and other ecosystem players.

• Work with BD to identify and structure new partnership opportunities.

• Ensure operational alignment with partners (onboarding, incidents, certifications, updates).

• Maintain strong communication channels for escalations and co-selling efforts.

• Own the integrations pipeline and backlog between PSPs, acquirers, fraud systems, and other ecosystem partners.

• Prioritize integrations based on merchant demand, revenue impact, and strategic expansion.

Merchant Operations

• Oversee merchant onboarding workflows, integration processes, and operational KPIs.

• Ensure all merchant accounts are configured correctly across providers and systems.

• Build internal tools, checklists, and processes to improve operational efficiency.

• Own compliance-related operations (payment provider requirements, etc.).

• Manage and coordinate merchant account opening with our partners in an efficient and timely manner.

Conditions

We know that great talent deserves great conditions, so here's what you can expect when joining us:

• EU-based employment contract and a 3-year Cyprus work visa with full support for your relocation and visa processes, including assistance for your family.

• Full relocation package: flights to Limassol for you and your family, a company-covered apartment for the first month, and full relocation support to make your move smooth and hassle-free.

• Transparent performance reviews twice a year, with bonus opportunities and salary adjustments.

• Private medical insurance for you and your family, a corporate mobile plan (unlimited in Cyprus with roaming included), and interest-free support for car purchases.

• Mindfulness & well-being support, including psychological assistance with 50% coverage.

• 50% coverage of school and kindergarten fees for your children.

• Fully covered sports benefits, and also access to in-house electric scooters and bike rentals, and cycling purchase compensation.

• Investment in your growth: paid language courses and access to suited-for-you development programs, including conferences, training programs, and coaching to support your professional journey.

• A culture of recognition: a peer reward program to celebrate your contributions.

• A fully equipped office in Limassol’s city center, with everything you need for deep work and collaboration.

• Free catering in the office and an in-house coffee bar with high-quality drinks and a health bar stocked with nutritious snacks.

• A strong engineering culture: international teams, corporate events, team buildings, and hackathons—because great work happens in great communities.