Head of Customer Support

A forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Head of Customer Support. Our company stands as a pioneer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys.

We are looking for a highly skilled and experienced Head of Customer Support to lead our Business Care team. The ideal candidate will have a proven track record of providing exceptional customer service in the fintech industry and at least 5 years of hands-on experience managing a team of customer support specialists.

• Team Leadership: Lead and inspire a team of customer support specialists, providing guidance, mentorship, and coaching to ensure high performance and professional development.
• Strategy Development: Develop and implement strategic initiatives to optimize the customer support function, improve efficiency, and enhance the overall customer experience.
• Process Improvement: Identify opportunities for process improvement and implement solutions to streamline workflows, increase productivity, and reduce response times.
• Quality Assurance: Establish and maintain quality assurance standards and procedures to ensure consistent and high-quality service delivery across all customer interactions.
• Customer Advocacy: Serve as the voice of the customer within the organization, advocating for customer needs and driving initiatives to address customer feedback and concerns.
• Cross-functional Collaboration: Collaborate closely with other departments, including product development, sales, marketing, and customer success, to align customer support initiatives with company objectives and priorities.
• Data Analysis: Utilize data analytics and customer feedback to track key performance metrics, identify trends, and generate insights to inform decision-making and drive continuous improvement.
• Technology Utilization: Leverage technology and automation tools to enhance the efficiency and effectiveness of the customer support function, including the implementation of chatbots, knowledge bases, and self-service portals.
• Training and Development: Develop and deliver training programs for customer support team members to ensure they have the knowledge, skills, and resources needed to excel in their roles.
• Compliance and Regulatory Compliance: Ensure compliance with relevant regulations and industry standards governing customer support operations, including data privacy and security requirements.

• Bachelor&ss degree in business administration, finance, or a related field (preferred).
• Minimum of 5 years of hands-on experience in customer support management, preferably in the fintech industry.
• Proven leadership and team management skills, with the ability to inspire and motivate team members to achieve their full potential.
• Strong strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Proficiency in customer support software and tools, such as CRM systems, helpdesk platforms, and data analytics tools.
• Knowledge of fintech products and services, as well as an understanding of industry trends and best practices.
• Commitment to delivering exceptional customer service and a passion for driving customer success.

• Attractive Compensation: Competitive salary package aiming to retain top talent.
• Vibrant Team Culture: Work with a dynamic, international team that values diversity and collaboration.
• Comprehensive Health Benefits: Enjoy the peace of mind with a private health insurance & a provident fund.
• Modern, Welcoming Workspace: Our pet-friendly office is nestled in the vibrant heart of Paphos, providing a comfortable and inspiring environment.
• Engaging Social Events: Participate in regular team-building activities, events and lively happy hours.
• Professional Development: Commitment to continuous career development and growth opportunities to help you achieve your professional goals.