Head of Customer Support

Head of Customer Support
Payment Service Provider | Limassol, Cyprus

Position Overview

We are seeking an experienced Head of Customer Support to build and lead our customer support department from the ground up. This is a unique opportunity to shape the entire customer experience strategy for our growing payment service provider company. The ideal candidate will be a visionary leader with proven experience in similar fintech or payment processing environments who can establish world-class support operations that scale with our business growth.

Key Responsibilities

Department Building & Strategy

• Establish the complete customer support department structure, processes, and operational framework.
• Develop comprehensive customer support strategy aligned with business objectives.
• Design and implement scalable support workflows, escalation procedures, and quality assurance programs.
• Create departmental KPIs, SLAs, and performance metrics to ensure exceptional customer satisfaction.

Team Leadership & Development

• Build, recruit, and lead a high-performing customer support team across multiple channels.
• Develop training programs and onboarding processes for support staff.
• Foster a customer-centric culture and maintain team motivation and engagement.
• Implement career development pathways and performance management systems.

Operational Excellence

• Establish multi-channel support operations (phone, email, chat, ticketing system).
• Implement and optimize customer support technologies, CRM systems, and helpdesk platforms.
• Develop comprehensive knowledge base and self-service capabilities.
• Ensure compliance with payment industry regulations and data protection requirements (PCI DSS, GDPR)

Customer Experience Management

• Design customer journey mapping and identify pain points for continuous improvement.
• Handle complex escalations and maintain relationships with key merchant partners.
• Collaborate with product and technical teams to resolve systemic issues.
• Monitor customer satisfaction metrics and implement improvement initiatives

Cross-functional Collaboration

• Work closely with Risk, Compliance, and Operations teams on customer-related matters.
• Partner with Sales and Account Management teams to support customer retention.
• Coordinate with Legal and Regulatory Affairs on customer disputes and chargebacks.
• Support Business Development initiatives with customer insights and feedback.

Required Qualifications

Experience & Background

• Minimum 6-10 years of customer support experience, with at least 3 years in leadership roles.
• Essential
  : Previous experience in payment processing, fintech, banking, or financial services industry.
• Proven track record of building customer support departments from inception.
• Experience managing team of 6+ support representatives across multiple channels.

Technical & Industry Knowledge

• Deep understanding of payment processing workflows, merchant services, and financial transactions.
• Familiarity with payment industry regulations, compliance requirements, and risk management.
• Knowledge of chargeback processes, dispute resolution, and fraud prevention.
• Experience with customer support platforms (Zendesk, Salesforce Service Cloud, etc.).
• Understanding of API integrations and technical troubleshooting.

Leadership & Management Skills

• Exceptional leadership abilities with experience building teams and organisational culture.
• Strong project management skills with ability to execute complex initiatives.
• Data-driven decision maker with analytical and problem-solving capabilities.
• Excellent communication skills in English (additional EU languages preferred).

Personal Attributes

• Customer-obsessed mindset with passion for delivering exceptional service.
• Entrepreneurial spirit and comfort with ambiguity in a fast-growing environment.
• Cultural sensitivity and ability to work with international customers and teams.
• High emotional intelligence and conflict resolution skills.

What We Offer

• Competitive salary package with performance-based bonuses.
• Relocation assistance for international candidates.
• Professional development budget and conference attendance.
• Flexible working arrangements with modern office space in Limassol.
• Opportunity to build and shape a department in a rapidly growing fintech company

Location & Requirements

• Position based in Limassol, Cyprus with occasional travel within EU.
• Must be eligible to work in Cyprus/EU or willing to relocate.
• Hybrid work model available after initial establishment period.