Support and Customer Success Full role brief

Head of Customer Support / Success

Build the support and success operating system for MakePay.

This leadership role designs the global support and customer success function as MakePay scales across merchants, regions, languages, and payment use cases. You will create the process, metrics, hiring plan, and customer operating rhythm that make support feel professional before volume forces the issue.

• Create a support and success model with clear ownership, SLAs, escalation paths, and quality standards.
• Improve merchant onboarding, support response quality, retention signals, and launch predictability.
• Turn customer issues into a reliable feedback system for product, engineering, compliance, sales, and operations.

What you will own

• Design the operating model for support queues, success portfolios, incident communication, onboarding, and renewals.
• Define ...