Offer summary

Qualifications:

Proven experience in a customer support leadership role, preferably in fintech or payments., Strong leadership skills to motivate and manage a diverse team., Excellent verbal and written communication skills in English and Russian., Strong analytical and problem-solving skills to address operational challenges..

Key responsibilities:

Recruit, train, and manage a high-performing customer support team.

Design and implement an efficient support structure for first and second-line support.

Oversee daily operations to ensure timely resolution of customer inquiries.

Gather and analyze customer feedback to drive continuous improvement in support services.

Job description

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