Head of Customer Support

Head of Customer Support

We are looking for an Head of Customer Support on behalf of our client.

As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.

Responsibilities

• Team Leadership and Management: Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service. Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge. Foster a positive and collaborative team culture that emphasizes accountability and a customer‑centric approach. Implement required staff rotations, hiring, and lay‑offs based on updated performance metrics.
• Customer Experience Strategy: Identify opportunities to enhance the customer experience through innovative support solutions and process improvements. Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms. Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement.
• Operational Excellence: Oversee the day‑to‑day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs. Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals. Quality assurance and ongoing improvement. Implement tools, technologies, and workflows to optimise support processes and enhance productivity.
• Cross‑functional Collaboration: Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpoints. Overtake essential customer requests and inquiries from Compliance and Account Management teams. Act as a customer advocate within the organisation, representing the customer’s voice in decision‑making processes and product development initiatives.

Skills & Knowledge

• Experience in the FinTech industry is a must.
• Experience in a similar managerial position on an international level.
• Proven experience leading and motivating high‑performing teams (7+ people).
• Ability to foster a positive and collaborative team culture.
• Deep understanding of customer needs and expectations.
• Ability to identify areas for improvement and implement innovative solutions.
• Ability to develop and implement policies and procedures.
• Proficiency in relevant software and tools (e.g., CRM systems, analytics tools).
• Financial and Business Acumen.

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