Head of Customer Support (Web3)

TL;DR

Head of Customer Support (Web3/Fintech): Owning the end-to-end customer experience function for a high-growth crypto payments platform with an accent on AI-powered support, scalable operations, and 24/7 global delivery. Focus on driving operational efficiency through AI automation, managing B2B/B2C segments, and ensuring financial accountability for the support budget.

Location: Remote (London, UK)

Company

A high-growth fintech and crypto payments business redefining finance by blending traditional banking with decentralized finance (DeFi).

What you will do

• Define and execute the global support strategy aligning with CX vision and commercial objectives.
• Scale and mentor a high-performing 24/7 global support team across B2C and B2B segments.
• Optimize Zendesk and lead the adoption of AI-powered tools to increase ticket deflection and resolution quality.
• Manage the financial budget for the support function, focusing on ROI and cost-per-resolution.
• Partner with Product, Engineering, and Compliance teams to integrate support into business processes.
• Establish and track KPIs such as CSAT, FRT, and SLA adherence.

Requirements

• Proven experience as a senior support or CX leader in fintech, crypto, or payments.
• Track record of managing large, geographically distributed 24/7 support teams.
• Expert-level knowledge of Zendesk (configuration, reporting, and workflow design).
• Strong AI literacy and experience implementing AI tools for support automation.
• Experience with financial budgeting and ROI reporting for support operations.
• Ability to handle both B2C and B2B customer segment needs.

Culture & Benefits

• Competitive market rate salary and performance-based incentives.
• 28 total days of annual leave (22 standard + 6 company days) plus bank holidays.
• Comprehensive health insurance and extensive benefits program.
• Remote-first culture with flexible schedules and access to co-working spaces.
• Professional development and training opportunities.