Head Of Support

Job Detail

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.

Benefits