Head of Support

Job Detail

  • Job ID 13744
  • Remote Job No
  • Career Level Junior
  • Experience 2 Years +

Job Description

Main Duties & Responsibilities

  • Leads, mentors, and inspires a team of support professionals, fostering a positive and collaborative work environment
  • Develops and implements strategies to enhance customer satisfaction, continuously monitoring and improving the quality of support services
  • Identifies areas for process improvement within the support department and implement efficient workflows to optimize customer issue resolution
  • Provides ongoing training and development opportunities for support staff to improve their skills and knowledge
  • Establishes and maintains quality assurance standards, regularly reviewing and evaluating support interactions to ensure consistency and excellence
  • Analyzes customer support data and feedback to identify trends, issues, and areas for improvement, and use these insights to make informed decisions
  • Collaborates with other departments, such as product and business development, to ensure a seamless customer experience and provide valuable insights for product improvement
  • Defines and tracks key performance metrics to measure the effectiveness of the support team and use data-driven insights to optimize operations
  • Be the voice of the customer within the organization, advocating for their needs and preferences
  • Ensures that the support department operates in compliance with relevant regulations and industry standards

Job Requirements

  • Bachelor’s degree or equivalent work experience
  • Proven experience in a leadership role within customer support or a related field
  • Knowledge of fintech and financial services markets is highly desirable.
  • Strong communication, interpersonal, and problem-solving skills.
  • Ability to adapt to a fast-paced and evolving environment.
  • Proficiency in customer support software and CRM systems.
  • Excellent analytical skills and a data-driven mindset.
  • Flexibility and adaptability in a fast-paced environment.


  • Attractive remuneration package
  • Commission Scheme
  • Quarterly bonuses based on personal performance
  • Corporate fund
  • Discretionary yearly bonus based on company’s performance
  • Discount benefit card scheme
  • Training opportunities for growth and expansion of knowledge
  • Paid 25 days holidays per year

Required skills

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