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 — You are interested in how AI and automation can take repetitive work off agents' plates. You need to be willing to learn, test, and push new tools into your teams. A clear communicator — You write and speak clearly. You know how to give a manager a one-paragraph summary of a complex situation, and you share bad news early rather than hoping it resolves itself. A team player — You work well with people outside your direct team. You do not protect your patch — you chase the root cause of a problem wherever it leads. Happy to travel — ~25% of your time will be on the road — visiting Nayax offices, partner teams, and contact centre sites. Requirements What Makes You a Great Fit: Very strong English - written and verbal. Willingness to travel (~25%), including regular visits to Nayax offices and partner/vendor sites globally. 5+ years in support management, with proven experience managing contact centre or multi-channel support teams. Experience managing third-party / outsourced providers is a strong advantage. AI & Tooling: Hands on experience with support tooling — CRM, KMS, LMS, IVR, WFM platforms. Direct experience driving AI adoption in a support environment is highly desirable. Data & Reporting: Strong analytical capability — able to build and own dashboards, define KPIs, set operational alerts, and produce executive-level performance reporting. Learn More about Nayax Founded in 2005, Nayax provides an end-to-end platform for payments, empowers businesses to grow revenue, reduce operational costs, and deliver seamless commerce experiences. Our customer-first mindset and commitment to in-house innovation have positioned us at the forefront of the cashless payment revolution, serving the unattended and retail sectors around the world. We support over 80 payment methods in 60+ currencies, hold a European payment institution license, and have formed strategic partnerships with global financial institutions to deliver powerful, scalable solutions. With more than 1,200 employees across 12 global offices, Nayax operates in 120+ countries. Our global headquarters in Herzliya Hills, Israel, is our largest site, housing over 600 employees across 20+ departments. At Nayax, we believe in creating long-term impact through loyalty tools, omnichannel solutions, and an agile ecosystem of value-added services. We're proud to support businesses in reaching new heights and we're always looking for innovative, passionate individuals to join us.