Head of Customer Support

Permanent
London
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

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