Job Description

CompanyProfile



PriorityTechnology Holdings, Inc. (NASDAQ: PRTH), is headquartered in Alpharetta,Georgia USA. Our India office is located in Chandigarh, where our dynamicteam builds state of the art, sophisticated Fin-tech products &solutions.



We are anemerging payments powerhouse that offer a single unified platform for Banking& Payments powering modern commerce. Priority offers a unique family ofproducts which integrate into SMB Payments, B2B Payments and EnterprisePayments to help businesses thrive.



We are on amission to offer an industry agnostic platform that enables businesses tocollect, store and send money using various new age payment methods.



Priority isan employee-first organization and we continually strive to ensure theirprofessional and personal success supported by employee friendly policies anda positive work environment built on mutual respect and professionalism. Weoffer a dynamic work environment, with continuous growth & learningopportunities. We believe in growing together and our people are the drivingforce behind our success.



About Role:



We are looking for a skilledTeam Lead, who is responsible for supervising a team of Analysts and SeniorAnalysts to ensure smooth day-to-day support operations. The role combineshands-on case handling with leadership responsibilities like performancecoaching, SLA monitoring, and continuous improvement. A Team Lead bridges thegap between frontline support and middle management, ensuring quality servicedelivery and team engagement.




Requirements

• Supervise daily workflows and manage team scheduling.


• Monitor case queues, SLA adherence, and quality metrics.


• Act as the first point of escalation for customer issues.


• Review team performance and provide timely coaching.


• Conduct knowledge-sharing sessions and process training.


• Prepare and deliver weekly/monthly performance reports.


• Coordinate with Managers for process gaps and escalated concerns.


• Foster a culture of accountability, empathy, and excellence.


• 6 days a week

Benefits

• Bachelor's degree; preference for Finance, Business, or Tech domains.

• 5+ years in a customer support role, preferably in fintech or banking.

• 1-2 years of people leadership or mentoring experience.

• Strong problem-solving and decision-making ability.

• Familiar with support tools (e.g., Zendesk, Salesforce, Freshdesk).

• Good understanding of U.S. customer service culture and expectations.

• Ability to multitask and maintain team morale in a fast-paced environment.