Global Tier 1 Support Manager
Description Join us at Nayax, a global fintech leader (NASDAQ; TASE: NYAX) revolutionizing the world of cashless payments, consumer engagement, and business management solutions. With more than 1,200 employees across 12 offices worldwide. At Nayax, you’ll be part of a diverse and innovative community where your work makes a real impact and helps shape the future of payments. Nayax is looking for a Global Tier 1 Support Manager . As we scale toward 3M devices, the demands on our global support operation are growing fast — and the way we deliver support is transforming just as quickly. The Global Tier 1 Support Manager is responsible for the performance of Nayax's Tier 1 support operation globally — across all channels and delivery models, including Nayax in-house offices, distributor/partner Tier 1 teams, and outsourced contact centres. This is a matrix management role. The teams you oversee are distributed across geographies and report locally to their own managers — your job is to align them, set the standard, track performance, and make sure things get fixed when they are not working. You will be close to the data and close to the issues — reviewing dashboards daily, working directly with local team leads, and pushing AI and automation into the operation as a practical way to handle more volume without adding headcount. Your key responsibilities will include: Matrix Team Oversight & Alignment Work with Tier 1 team leads across Nayax offices, partner networks, and third-party providers. Your influence comes from clear standards, good data, and strong relationships. Make sure every team lead knows what good looks like and has what they need to deliver it. Multi-Team Coordination Oversee Tier 1 support across all channels (phone, email, chat, portal) and all delivery models — Nayax offices, distributor/partner teams, and outsourced contact centres. Make sure processes are consistent and teams are not operating in silos. Efficiency Improvement Through AI & Automation Actively bring AI into the day-to-day operation — IVR automation, AI-assisted agent tools, self-service deflection, smarter triage. Identify the use cases and work with our implementation teams to deliver AI based solutions. Performance Tracking & Alerts Work from a dashboard every day. Set up targets and alerts alerts so that our SLA standards are adhered to and that volume spikes, or quality drops are caught immediately. Look at metrics such as First Call Resolution (FCR), Average Handling Time, Average Waiting Time, CSAT and Produce a weekly summary for senior stakeholders and flag issues before they develop. Monthly Business Reviews Run the MBR process with all Tier 1 delivery partners including third-party contact centres. Make sure the numbers in the room are the right ones and that the conversation results in clear actions, not just a slide deck. Knowledge & Training Make sure every Tier 1 team — in-house, partner, and third-party — has access to current, accurate product and process knowledge. Work with the KMS and LMS owners, identify gaps, and make sure training actually happens and sticks. Staffing & Capacity Use volume and trend data to validate that headcount requests are correctly calibrated to actual need. Working Across Teams Work closely with Tier 2, Product, R&D, and the Business Tools team. Most support problems have a root cause outside of support — your job is to find it and make sure the right people are fixing it. Partner & Distributor Teams Work with distributor and partner Tier 1 teams to improve their support capability — fewer unnecessary escalations to Nayax, better handling at the partner level. What You’ll Bring: Support management experience — You have managed or closely coordinated support teams — ideally across multiple sites or geographies. You are comfortable influencing people who do not report to you, and you know how to get things done through relationships rather than authority. Enthusiastic and energetic — You genuinely enjoy this kind of work. Support operations can be messy and fast-moving — you bring energy to that rather than getting worn down by it. The people around you notice the difference. Proactive by default — You do not wait to be told there is a problem. You check the numbers before someone flags them, you follow up without being chased, and you raise issues early rather than hoping they resolve themselves. Pushes things to completion — You follow through. Initiatives you pick up get landed — not left half-done when the next thing comes along. You are comfortable chasing people across teams and time zones to make sure deliveries actually happen. Comfortable with data — You check dashboards before you check email. You spot a trend before it becomes a problem, and you can put together a clear performance summary without needing help from an analyst. Curious about AI —