Our client a forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Head of Customer Support.
They are looking for a highly skilled and experienced Head of Customer Support to lead their 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’s 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.
Highly competitive salary package
Private Medical Insurance
Brand-new, spacious office located in Paphos, Cyprus
Access to an on-site gym for your fitness needs
Youthful and dynamic work environment
Team-building activities and cheerful happy hours
Continuous growth and career development
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