Head of Customer Support

The Head of Customer Support will be responsible for building and leading a world-class customer support and success function within our fintech payments ecosystem. This role is critical in ensuring customer satisfaction, retention, and long-term value by delivering exceptional service, driving operational excellence, and acting as the voice of the customer across the organization. The ideal candidate has deep experience in fintech or payments, strong leadership capabilities, and a customer-first mindset.

Responsibilities

• Team Leadership: Lead, mentor, and develop a high-performing customer success team. Establish and refine processes to improve efficiency and effectiveness and set clear goals and performance metrics.
• Client Relationship Management: Build and maintain strong, long-lasting relationships with key clients, acting as their primary point of contact. Understand their business goals and payment workflows, ensuring they achieve maximum value from our payment solutions.
• Onboarding & Training: Oversee the onboarding of new clients to ensure a smooth and successful implementation, focusing on payment gateway integration and API usage. Develop and deliver training programs to educate clients on our products and best practices.
• Retention and Growth: Develop and implement strategies to increase customer retention and reduce churn. Monitor customer health metrics and proactively address any issues. Identify and leverage upsell and cross-sell opportunities in collaboration with the sales team.
• Product Advocacy: Collect and analyze customer feedback on transactional success rates and payment processing to identify areas for product improvement. Work closely with the product and development teams to advocate for customer needs and priorities.
• Reporting and Analytics: Create and maintain dashboards and reports to track key customer success metrics, such as satisfaction, retention, and growth. Present regular updates to senior management on customer success performance and key insights.
• Industry Expertise: Stay up to date with industry trends and best practices in customer support, particularly within the fintech and payments sectors, and implement new strategies accordingly.

Requirements

• Prior experience in fintech, payments, SaaS, or financial services.
• Strong understanding of payment gateways, APIs, transaction lifecycles, and compliance considerations.
• Proven ability to build, scale, and manage high-performing customer-facing teams.
• Excellent stakeholder management and communication skills, with experience engaging senior client leadership.
• Data-driven mindset with experience using customer success metrics, dashboards, and reporting tools.
• Ability to collaborate cross-functionally with Product, Engineering, Sales, and Operations teams.

Preferred Qualifications

• Experience supporting enterprise or high-volume merchant clients
• Familiarity with CRM and customer support platforms (e.g., Salesforce)
• Background in onboarding complex technical products or integrations
• Experience working in a fast-paced, high-growth startup or scale-up environment

Benefits

• Competitive salary package aligned with experience and market standards.
• Medical Insurance starting from day 1.
• Access to training resources and development opportunities that support your professional growth.
• Well-stocked office with snacks, drinks, and refreshments available daily.
• A multinational organisation that promotes a strong, collaborative culture
• Regular team-building events and company activities that strengthen collaboration across teams.
• Employee Recognition Program celebrating our "Employee of the Month" with special perks.

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