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Описание: |
We are looking for a proactive, strategic, and customer-oriented Head of Customer Support to build and scale the support function in a fast-growing international fintech environment.
This role offers an opportunity to directly impact customer experience, optimize support processes, and build a high-performing team.
Key Responsibilities
Support Strategy & Operations
Build, develop, and manage the customer support team
Define and implement KPIs and performance metrics
Establish and maintain high standards of customer service
Process Optimization & Automation
Automate support processes through implementation of Helpdesk/CRM systems, chatbots, and knowledge bases
Continuously improve workflows and support efficiency
Customer Experience & Insights
Analyze customer requests and identify recurring issues
Provide structured feedback to product and engineering teams
Cross-functional Collaboration
Work closely with product, engineering, design, security, and compliance teams
Support business scaling across new markets, languages, and time zones
Incident & Team Management
Manage critical incidents and escalations
Build and implement training and development programs for the team
Requirements
1+ year of experience in a leadership role in customer support, preferably in fintech
Experience building or scaling support functions from scratch or during rapid growth
English level — Upper-Intermediate (B2) or higher
Hands-on experience with tools such as Jira, Notion, or similar systems
Understanding of financial products: KYC/AML, transactions, payments, and regulatory requirements
Strong people management skills: motivation, onboarding, performance management
Customer-oriented mindset combined with a data-driven approach
Nice to Have
Experience working with Asian markets
We Offer
Opportunity to impact the customer experience of a product used by thousands or hundreds of thousands of users
A team that values initiative, structured thinking, and open communication
Modern tech stack, automated processes, and strong support from C-level
50% compensation for professional education and development
24 calendar days of paid vacation
Paid sick leave
Work in an international fintech environment
Competitive salary (discussed individually)
Flexible remote work format
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