Head Of Customer Support (Fintech)

TL;DR

Head of Customer Support (Fintech): Building and leading a customer support and success function within a fintech payments ecosystem with an accent on customer satisfaction, retention, and long-term value. Focus on delivering exceptional service, driving operational excellence, and acting as the voice of the customer across the organization.

Location: Limassol, Cyprus

Company

hirify.global is a company in the fintech industry.

What you will do

• Lead, mentor, and develop a high-performing customer success team.
• Build and maintain strong, long-lasting relationships with key clients.
• Oversee the onboarding of new clients to ensure a smooth and successful implementation.
• Develop and implement strategies to increase customer retention and reduce churn.
• Collect and analyze customer feedback to identify areas for product improvement.
• Create and maintain dashboards and reports to track key customer success metrics.

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.
• 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.

Nice to have

• 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.

Culture & Benefits

• Attractive Compensation: Competitive salary package aiming to retain top talent.
• Medical Insurance from day one.
• Engaging Social Events: Participate in regular teambuilding activities, events and lively happy hours.
• Professional Development: Commitment to continuous career development and growth opportunities.