Lead Daily Operations
Own shift planning and ensure proper coverage across US business working hours
Ensure tasks are completed on time and meet quality standards (SLAs)
Monitor payments workflows and quickly address any delays or issues
Ensure consistent delivery against quality and performance standards
Act as the main point of contact for payment operation issues during US business working hours
Own and drive resolution of high-priority escalations
Communicate clearly with customers and internal stakeholders
Provide timely updates to leadership on critical issues and progress
Lead RCA preparation for major incidents
Follow and reinforce standard operating procedures
Identify recurring issues and drive improvements
Maintain high standards of accuracy, compliance, and consistency
Lead, mentor, and support team members, including onboarding and ongoing development
Build a High-Performing Team Culture
Drive team engagement, motivation, and collaboration across shifts
Develop Talent & Performance
Provide regular feedback, coaching, and performance evaluations. Identify skill gaps and create development plans for team members

3+ years leading a team (payment ops, operations, fintech, or similar)
Experience managing SLAs, escalations, and daily operational workflows
Experience working with CRM and ticketing systems (e.g., Zendesk, Salesforce, Jira)
Ability to handle high-pressure situations and make decisions quickly
Strong communication skills, including simplifying complex issues
Availability to support critical incidents outside working hours when needed
A strong sense of ownership and accountability, with the ability to work independently and thrive in a fast-paced environment
Available to work from the Medellín office (hybrid)

Payment Operations Team Lead

Key skills