Head/Lead of Customer Support

Overview

Our client, a stealth-mode fintech innovator, is building a next-generation crypto-fiat financial platform poised to disrupt global B2C/B2B payments.

About the Company:

– Positioning: A rapidly scaling crypto-NEO bank with ambitions to become a market leader
– Stage: Well-funded, in hyper-growth phase with international reach
– Culture: Combines fintech rigor with Web3 innovation and customer obsession

Main Responsibilities

Build & Scale Support Operations:

– Design and implement end-to-end support processes from scratch
– Deploy CRM, ticketing systems, and knowledge bases (e.g., Zendesk, Freshdesk)
– Develop scripts, SLAs, and escalation protocols for seamless service
– Lead & Inspire a Team:
– Recruit, train, and mentor a high-performance support squad
– Cultivate a Zappos/Monobank-level service culture
– Drive KPIs: CSAT, NPS, response time, and resolution efficiency

Optimize Customer Experience:

– Turn support into a competitive advantage
– Collaborate with product teams to prevent issues proactively
– Mastermind automation & self-service solutions

Mandatory Requirements

– 3+ years leading support teams in fintech, crypto, or high-growth tech
– Hands-on experience launching CRMs/ticketing systems
– Proven ability to build teams, write playbooks, and scale operations
– Obsession with customer-centric innovation

Bonus Points:
– Crypto/Web3 fluency
– Experience in startups or regulated financial services
– Technical chops (APIs, integrations, analytics tools)

We offer

– Flexible working conditions: remote or office-based
– Opportunity to work on innovative crypto and fintech projects
– Competitive salary with performance-based bonuses
– A creative and supportive team environment