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Job description
About the role
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 13 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.
We are looking for a Regional Tier 1 Tech Lead, who will be the first point of contact for customers reaching out with technical issues across the full Nayax product portfolio. You will handle incoming support requests via phone, email, and chat, resolve common issues directly, and ensure that anything beyond your scope is captured clearly and escalated further promptly. This role requires the ability to communicate fluently in both Mandarin and English, supporting customers and internal teams across our Chinese and international markets.
What you'll do
Frontline Ticket Handling — All Nayax Products
Respond to incoming support tickets, calls, and chats within defined SLA timelines, across the full range of Nayax hardware and software products.
Accurately log all customer interactions and issue details in the ticketing system.
Triage incoming issues by urgency, impact, product line, and complexity before working or routing them.
Maintain working knowledge of each product line well enough to resolve common issues without needing to route by product silo.
Bilingual Customer Communication
Communicate clearly and professionally with customers in Mandarin and English, in both writing and speech.
Translate or relay technical information accurately between Chinese-speaking customers/partners and English-speaking internal teams (Support, R&D, product, etc).
Set clear expectations with customers on next steps, timelines, and resolution status.
First Line Troubleshooting & Diagnosis
Diagnose and resolve common technical issues using documented procedures, knowledge base articles, and diagnostic tools.
Identify when an issue falls outside work scope and requires escalation.
Escalation & Handoff to HQ Tier 2
Escalate unresolved or complex issues to the relevant team at HQ, with complete documentation: steps already taken, error logs, and customer impact.
Coordinate directly with teams at HQ across time zones to keep escalations moving and avoid stalled tickets.
Follow up on escalated tickets to keep the customer informed until resolution.
Flag recurring or high-impact issues to local leadership and the relevant HQ team for pattern recognition.
Documentation & Knowledge Base
Keep ticket notes accurate, complete, and easy for other agents to pick up.
Contribute to and help maintain internal knowledge base articles and FAQs, in both Chinese and English where relevant.
Follow and help refine standard operating procedures for common issue types.
SLA & Queue Discipline
Meet individual SLA and quality targets (response time, resolution time, customer satisfaction).
Proactively manage your ticket queue to avoid aging or stalled cases.
Reporting & Global Coordination
Report directly to the Chief Operating Officer, China on day-to-day operations, priorities, and local performance.
Maintain a dotted-line relationship with the Global Tier 1 Director to align with global support standards, KPIs, tooling, and process.
Represent the Nayax China Tier 1 function in global support discussions, ensuring local context and China-market needs are reflected in global processes.
Coordinate with OEM support team located in Romania, to be a point of technical escalation, to troubleshoot together when needed.
Requirements
What Makes You a Great Fit:
Fluent in Mandarin Chinese and English — both spoken and written — required for this role.
Comfortable working with ticketing systems (e.g., Zendesk, Salesforce, Jira) and basic diagnostic/remote-support tools.
Strong troubleshooting mindset with the patience to walk customers through step-by-step solutions.
Clear, professional written and verbal communication; able to explain technical concepts in plain language.
Reliable, detail-oriented, and comfortable following documented processes and SLAs.
Willingness to work with flexible hours or to travel as needed to support regional coverage.
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 13 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.
Nice to have
Prior experience in a customer-facing technical support role is