Working Model: Hybrid Working or Remote Working Employment status: Full-time, Permanent. Working hours: Monday to Friday, 9:00am – 5:00pm. Office Location: Stansted Abbotts, England. Picture yourself at the cutting edge of payments innovation, where each project has the potential to transform the industry. We’re on a dynamic path to redefine what’s possible, with a powerful portfolio that’s set to surpass the competition and position us as a global leader. This is your chance to join us at a pivotal moment in our journey—where your work can make an extraordinary impact. If you've ever dreamed of being part of something remarkable from the beginning, this is your opportunity. As we grow, your role will shape the future, impact customers worldwide, and drive us toward becoming a game-changer in payments. Join us, and let’s create something truly groundbreaking together. In this role you will add value to PXP by: Overseeing the departmental functions of the 2nd Line support team, ensuring goals/targets are met. A typical week as a 2nd Line Team Lead: Oversee and conduct technical investigations on behalf of other business departments, namely handling and qualifying escalations, analysing technical environments, replicating customer scenarios, coordinating resolutions, escalating to Tech Ops, and raising bugs or enhancements with development teams. Oversee and manage Customer projects whilst organizing and coordinating resources with other Support teams regarding, regression support, application rollouts, compliance updates, and proof of success monitoring Proactively seek and absorb knowledge of new PXP products, features, and services to meet or exceed strategic objectives for Support. Drive customer and agent self-service by overseeing and analyzing customer ticket trends to create internal and external Knowledge Base articles in Zendesk. Oversee and analyze ticket trends and alerts to identify root cause fixes. Coordinate and apply effective and concise product training on new PXP products, features, and services to other Support Teams. Provide an out of hours on call support function for technical escalations, priority incidents and performance issues. Handle escalations/customer complaints. Prepare analysis and participate in customer service reviews. Ensuring all incidents are dealt with in a professional and courteous manner with the aim offinding resolution to problems in a prompt and efficient manner, achieving high turnaround. Ensure that PXP Incident Management procedures are explicitly followed. Attend customer’s site for technical escalations and engineering cover. People Management: Apply effective team leadership and management techniques to ensure all members of the team are working efficiently, professionally and productively. Responsible for identifying “Focus Areas” and individual targets of team members including the generating and executing of work improvement plans. Application of effective and concise product training, within the team. Ensure regular, structured individual meetings (on a one-to-one basis) take-place with each member of the team, to keep track of personal and professional development, within their role. Apply effective team resource scheduling, ensuring adequate staff availability to cater for business needs. Therefore, responsible for handling and managing staff absence requests. We are looking for someone who: Experience in Payments Industry Highly professional written, oral and interpersonal communication skills Knowledge of monitoring tools (Splunk) A full UK driving license and access to a vehicle Confident in dealing with people of all levels Confident when dealing with internal and external colleagues, partners and customers The ability to identify when managerial intervention is required, before a situation escalates into a complaint/conflict The ability to handle pressure in a calm and professional manner Strong Leadership and motivational skills Excellent organization and planning skills Able to effectively distribute tasks and delegate work, with the correct associated material, to ensure projects/tasks are completed as required We would love someone to have any of the following: Comprehensive knowledge of the PXP product suite. Experience with people management. Knowledge of tools such Splunk, Zendesk, MS Dynamics. What we can offer you: You will be joining us at a pivotal moment, where your contributions will directly shape our growth and future success, setting you on the ground floor of something extraordinary. At PXP, we don’t just offer a job—we offer an opportunity to build something extraordinary. You’ll work on transformative projects, collaborate with passionate colleagues, and see the tangible impact of your efforts on our journey to becoming a global payments leader. Growth Opportunities: Be part of a company with an ambitious vision, where your role evolves as the company grows. Cutting-Edge Environment: Work with the latest tools and technologies to drive innovation in the payments industry. Collaborative Culture: Join a supportive team that values creativity, collaboration, and shared success. Flexibility: Benefit from hybrid or remote working options that allow you to balance professional and personal priorities, depending on your location. Competitive Package: Enjoy a competitive salary, performance bonuses, and a range of benefits tailored to your location. Impactful Work: Play a critical role in shaping the future of payments and making a difference for customers worldwide. About us PXP is a well-established and respected name within the card payment industry. We boast an impressive and diverse client database across the globe and have over 30 years of experience within the payments space. Our people are employed across our regional offices located in the UK, Austria, Bulgaria, India and the US. PXP are a leading payment provider with a reputation of a reliable payment and acquiring platform as well as offering operational excellence and best in class service for all of our clients. Take your career to the next level and join us as we redefine the payments industry. With our CARE values at the core of everything we do, let’s innovate together. CARE: Customer at our Core, Accountability, Respect, and Excellence. These principles guide everything we do, from how we interact with our customers to how we support one another as a team.