About the Client

Our client is a global fintech company that delivers secure and efficient payment solutions. They are dedicated to providing exceptional service to businesses worldwide, with a focus on internet acquiring, mass payouts, and mobile commerce. The company is committed to expanding its customer support capabilities to ensure a seamless user experience.

Role Overview

As the Head of Customer Support, you will play a pivotal role in managing and optimising the customer support function. You will be responsible for building and leading a high-performing support team, structuring support operations across first and second lines, and ensuring exceptional service delivery. This role requires a strategic leader with a passion for customer satisfaction and operational excellence.

Key Responsibilities

• Team Leadership: Recruit, train, and manage a customer support team to deliver outstanding service.
• Support Structure Development: Design and implement an efficient support structure, including first and second-line support.
• Operational Management: Oversee daily support operations to ensure timely and effective resolution of customer inquiries.
• Process Improvement: Identify opportunities for process enhancements to improve efficiency and customer satisfaction.
• Performance Monitoring: Establish KPIs and monitor team performance to ensure high standards of service.
• Stakeholder Collaboration: Work closely with other departments to align support strategies with business objectives.
• Customer Feedback: Gather and analyse customer feedback to drive continuous improvement in support services.

Requirements

• Experience: Proven experience in a customer support leadership role, preferably within the fintech or payments industry.
• Leadership Skills: Strong ability to lead and motivate a diverse team.
• Operational Expertise: Experience in structuring and managing support operations.
• Communication Skills: Excellent verbal and written communication skills (English and Russian).
• Problem-Solving: Strong analytical skills to identify and resolve operational challenges.

Key Soft Skills

• Leadership: Ability to inspire and lead a team towards achieving common goals.
• Customer Focus: Passion for delivering exceptional customer service.
• Adaptability: Flexible and able to thrive in a fast-paced, dynamic environment.

What We Offer

• Competitive salary.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• Flexible work arrangements and remote work options.

Apply in 2 min to join this innovative fintech company and lead the transformation of customer support services!