Head of Customer Support

Head of Customer Support opportunity working for a rapidly expanding FinTech scale-up. This is a hybrid role with 3 days a week in London.

Our client's product offering is an innovative accounting platform helping customers calculate their taxes quickly and efficiently. They are a consumer-focused company that has already captured a global audience and continues to scale rapidly. They’re now looking for a Head of Customer Support to deliver a world-class customer experience strategy for their global scale-up.  

This role would be well suited to someone who has experience leading the customer support function for a fast-growth tech business previously.

Main Responsibilities
  • Scaling and mentoring operational, technical, training and development management members to the Customer Service team
  • Build a competency framework to measure the probable success of new hires and to gauge performance of the current team
  • Instil a technical plus service culture for the Customer Support function
  • Perform regular operational reviews such as performance reporting and continuous improvement progress
  • Ensure culture and goals are shared globally for the Customer Service team
  • Collaborate with all other business functions to ensure product and sales goals are being met
  • Provide updates and progress reports to the executive leadership team, alongside being an active member of the extended leadership team, developing global strategy
  • Proactive manage customer satisfaction by anticipating and tackling potential service problems
  • Define global enablement plans and programs
Skills & Experience
  • Several years experience in senior customer service positions within scaling tech businesses
  • FinTech experience is highly desirable
  • Experience working with Consumers, SMB’s and Enterprise level accounts
  • Track record of successfully developing and implementing international customer service strategy
  • Experienced working with cross-functional teams
  • Technically literate and able to understand a complex financial product
On offer
  • £100k - £110k
  • 25 days holiday
  • Power down week
  • Choice of laptop and working equipment
  • Hybrid working with 3 days in the London office

Apply for this position

Please don't forget to attach your CV
Max file size 10MB.
Upload failed. Max size for files is 10 MB.
Max file size 10MB.
Upload failed. Max size for files is 10 MB.