Platform Innovation Support Lead

Job Summary

A company is looking for a Platform Innovation Support Lead.

Key Responsibilities

• Lead and resolve a broad range of merchant support tickets end-to-end, including complex and high-impact issues
• Coach support agents in real-time, enhancing their investigation habits and customer handling skills
• Contribute to playbooks and process improvements to enhance support scalability and service quality

Required Qualifications

• Strong direct customer-facing support experience in a high-volume environment
• Experience in high-stakes, high-complexity support scenarios
• Previous experience as a team lead or escalation lead
• Ability to communicate clearly and calmly under pressure
• Comfort with troubleshooting and recognizing patterns for practical improvements