Head of Customer Support

We are looking for an experienced Head of Customer Support with a strong background in managing well-established Customer Support teams within FinTech (preferred), IT, SaaS, E-commerce, or Marketplace environments.

What We Expect

The ideal candidate has:

• Experience managing a team of 5–8 Customer Support professionals within FinTech or leading a large, established support team in related industries

• Strong expertise in building and implementing metric systems (SLAs, KPIs, OKRs), Knowledge Base, FAQs, guidelines, and internal documentation

• Proven experience in hiring, training, and dismissing employees

• Strong people management and leadership skills

• Hands-on experience withCRM systems, as well as task and workflow management tools

Responsibilities

1. Team Leadership Management

• Lead, mentor, and inspire L1 and L2 Customer Support Representatives to achieve performance goals and deliver exceptional service

• Provide ongoing coaching, feedback, and training to enhance team performance

• Foster a collaborative, accountable, and customer-centric team culture

• Implement staffing decisions, including rotations, hiring, and layoffs based on updated metrics and operational needs

2. Customer Experience Strategy

• Identify opportunities to improve customer experience through refined processes and innovative support solutions

• Implement strict SLAs and develop comprehensive QA monitoring frameworks

• Analyse customer feedback and support metrics to identify trends, gaps, and areas for improvement

3. Operational Excellence

• Oversee daily customer support operations, ensuring timely and effective resolution of inquiries according to SLAs

• Restructure and manage the performance evaluation system (OKRs/KPIs) to align with company objectives

• Drive continuous quality improvement initiatives

• Implement tools, workflows, and technologies to optimise support operations and improve team productivity

4. Cross-Functional Collaboration

• Work closely with Product (via DTO), Sales/Account Management, and Compliance teams to ensure seamless customer experience across all touchpoints

• Handle essential customer inquiries escalated by the Compliance and Account Management teams

• Act as the customer advocate within the company, influencing decision-making and product improvements

Hard Skills

• Experience managing Customer Support teams (FinTech experience highly preferred)

• Deep knowledge of SLAs, KPIs, OKRs, QA frameworks, and support analytics

• Experience creating and maintaining Knowledge Bases, FAQs, and internal guidelines

• Strong understanding of CRM platforms (experience with 2+ systems required)

• Proficiency with task management and workflow automation tools

• Solid understanding of digital products, support workflows, and customer lifecycle

Soft Skills

• Strong leadership and people-management abilities

• Excellent communication and conflict-resolution skills

• High level of ownership and accountability

• Strategic thinking with focus on customer experience

• Ability to thrive in a fast-paced, evolving environment

• Strong problem-solving and decision-making abilities