Head of Support & Legal Counsel

Location: Cyprus; fully remote team

Company

Payment service provider enabling global merchants to access local payment methods across Latin America, including bank transfers, wallets, and crypto-friendly options.

What you will do

• Own and continuously improve the L1/L2/L3 customer support function, escalation routes, and handover procedures.
• Build, optimize, document, and maintain support workflows, guidelines, response templates, playbooks, and an internal knowledge base.
• Establish quality assurance processes and improve the consistency and effectiveness of customer communication.
• Manage the support technology stack, including ticketing tools, CRM workflows, automation, reporting, and data quality.
• Define and monitor support KPIs such as response time, resolution time, customer retention, escalation trends, and first-contact resolution.
• Lead, hire, onboard, develop, and performance-manage a distributed support team.

Requirements

• 3+ years of experience managing customer or support teams, including at least 1 year in a lead position.
• Experience in FinTech, payments, PSP, acquiring, payment technology, or another relevant financial services environment.
• Strong understanding of payment-related customer support, operational processes, escalation management, and SLA frameworks.
• Experience building or significantly improving support processes and working with support KPIs, dashboards, and reporting.
• Practical experience with ticketing, CRM, customer support platforms, workflow optimization, and automation.
• English: B2+ / Advanced; experience managing distributed teams across different time zones.

Culture & Benefits

• Collaborative and transparent team culture.
• High-impact role in a scaling fintech company.
• Recognition of personal milestones and achievements.
• Social benefits.
• Competitive salary aligned with experience; compensation under discussion.