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
