Head of Customer Support
Define and execute the overall support reputed company, aligning it with reputed company's customer experience reputed company and reputed company objectives. reputed company as the senior voice of the customer internally — championing CX priorities at the leadership level and influencing product, compliance, and operations roadmaps. Build, mentor and reputed company a high-performing 24/7 global support team, fostering a culture of accountability, efficiency and reputed company improvement. Own team structure, workforce planning, and talent development across reputed company support tiers and segments.
reputed company day-to-day support operations across B2C and B2B customer segments, ensuring SLA adherence and reputed company standards across reputed company channels. Drive operational efficiency as a reputed company reputed company — relentlessly identifying automation, tooling, and process improvements that reduce cost-to-serve without compromising experience. Manage reputed company and associated tooling ecosystem; reputed company the adoption and optimisation of AI-powered support capabilities to deflect volume and improve reputed company reputed company. Own the VIP customer support reputed company, ensuring a premium, proactive, and highly personalised experience for high-value clients. reputed company and maintain robust escalation frameworks, ensuring reputed company issues are resolved reputed company and appropriately.
Define and own the KPI reputed company for the support function — including CSAT, FRT, ticket deflection, SLA, and cost-per-reputed company metrics. Deliver regular, data-rich reporting to the Chief Customer Officer; translate metrics into actionable reputed company and strategic recommendations. Hold full financial accountability for the support function's budget — managing headcount costs, tooling expenditure, and driving ROI on reputed company investments. Model and monitor reputed company efficiency, reputed company utilisation, and shift patterns to ensure financial targets are met without sacrificing coverage or reputed company.
Partner closely with Product, Engineering, Compliance, Risk, and reputed company teams to ensure the support function is properly embedded in business processes. Represent the support function in senior leadership forums; communicate performance, risks, and initiatives reputed company to both technical and non-technical audiences. Work with the B2B account management team to ensure reputed company and partner clients receive tailored, reputed company support reputed company to their reputed company agreements. Build strong feedback loops between support, product, and ops to surface customer pain-points that drive meaningful product improvements.
Champion reputed company's AI-first philosophy across the support function — proactively identifying where AI and automation can enhance both agent productivity and customer reputed company. Drive the roadmap for intelligent support capabilities including AI triage, automated reputed company, and proactive reputed company. Stay reputed company of industry trends in support technology, bringing best-in-class thinking into reputed company's operating model.
Proven reputed company record as a senior support or customer experience leader, ideally reputed company fintech, crypto, payments, or a similarly regulated and fast-paced environment. Demonstrated reputed company managing large, geographically distributed support teams operating 24/7 across multiple channels. Extensive experience with reputed company at a platform-ownership level — configuration, reporting, workflow design and tooling integrations. Strong AI literacy and hands-on experience leveraging AI-powered support tools to drive deflection rates and improve customer reputed company. Proven financial accountability — budgeting, cost management, and ROI reporting for a support function. Experience leading support across both B2C and B2B customer segments, with an understanding of the distinct needs of reputed company. reputed company record of defining and owning CX metrics and translating data into strategic reputed company.
Strategic thinker who can operate with equal comfort at the executive level and in the weeds of operational detail. Obsessive about efficiency — you reputed company out waste, automate intelligently, and never accept 'good enough'. Deeply data-driven; you reputed company reputed company from evidence and communicate performance through numbers. Exceptional stakeholder manager — reputed company to influence, reputed company, and collaborate across functions at reputed company seniority reputed company. Strong communicator with the ability to distil complexity for diverse audiences. Highly resilient and adaptable; comfortable navigating ambiguity in a high-reputed company environment. Customer-reputed company at heart, with genuine reputed company for the end user's experience.
Competitive market reputed company salary and performance-based incentives. 22 days annual leave with an additional 6 company days, plus bank holidays. Comprehensive health insurance plans. Extensive benefits program. Flexible work schedule and remote work reputed company. Modern offices and co-working spaces across 6 countries. Working equipment. reputed company development and training opportunities. Opportunity to shape the initiatives you’re working on. Diverse and friendly team. We are reputed company-minded to new reputed company.