Head of Customer Support (Fintech)

Head of Customer Support

Company

Mercuryo

Conditions

20 hours agoHead London, UK Remote Full Time Customer Support Jobs by Mercuryo

Skills

Stakeholder Remote Budget B2c Global Leadership Crypto Compliance Fintech Product Data Metrics B2b Payments Zendesk Risk Vip Automation Ai

About the Role

You will own the full customer experience function end to end from frontline 24/7 operations across B2C and B2B to a premium VIP stream. You will set the vision for how customers are supported, translate that vision into scalable processes and tooling, and hold accountability for financial performance and team efficiency. If operational excellence and data driven decision making are part of your DNA this role is built for you.

Requirements

• Proven track record as a senior support or customer experience leader within fintech crypto payments or similarly regulated fast paced environments
• Experience managing large geographically distributed support teams operating 24/7 across multiple channels
• Extensive experience with Zendesk at a platform ownership level including configuration reporting workflows and integrations
• Strong AI literacy and hands on experience leveraging AI powered support tools to drive deflection and improve outcomes
• Proven financial accountability budgeting cost management and ROI reporting for a support function
• Experience leading support across both B2C and B2B customer segments and understanding their distinct needs
• Track record of defining and owning CX metrics and translating data into strategic decisions
• Strategic thinker able to operate with executive level visibility and in operational detail
• Obsessive about efficiency and able to identify and implement automation
• Deeply data driven and able to make decisions from evidence and communicate performance through numbers
• Exceptional stakeholder management skills with ability to influence across functions at all seniority levels
• Strong communication skills and the ability to distill complexity for diverse audiences
• Resilient and adaptable; comfortable navigating ambiguity in a high growth environment
• Customer centric with genuine empathy for end users

Responsibilities

• Define and execute the overall support strategy
• Build, mentor and scale a 24 seven global support team
• Own team structure, workforce planning and talent development across all support tiers
• Oversee day to day support operations across B2C and B2B to ensure SLA and quality
• Drive operational efficiency by identifying automation tooling and process improvements
• Manage Zendesk and related tooling and lead the adoption of AI powered support capabilities
• Develop and maintain escalation frameworks for complex issues
• Define and own the KPI framework including CSAT FRT ticket deflection SLA and cost per resolution
• Deliver regular data rich reporting to leadership and translate metrics into actionable recommendations
• Hold full financial accountability for the support function budget managing headcount costs tooling expenditure and ROI
• Collaborate with Product Engineering Compliance Risk and Commercial to embed the support function in processes
• Champion an AI first culture and drive the roadmap for intelligent support capabilities
• Stay ahead of industry trends in support technology and bring best in class thinking to operations

Benefits

• Performance based incentives
• 22 days annual leave plus 6 company days and bank holidays
• Comprehensive health insurance plans
• Maternity and paternity leave support
• Extensive benefits program
• Flexible work schedule and remote work options
• Modern offices and co working spaces across 6 countries
• Working equipment
• Professional development and training opportunities
• Opportunity to shape the initiatives you are working on
• Diverse and friendly team
• Open minded to new ideas

Показать контакты