Global Head of Customer Support & AI-Driven Ops

Cleo; United Kingdom; Hybrid; GBP 85,000 - 115,000; Full time

Job summary

A leading fintech startup in the UK is seeking a Head of Customer Support to define and lead its strategy while managing a high-performing global team. This role is crucial in optimizing support processes and driving customer satisfaction. The ideal candidate will have over 5 years of experience in customer support leadership, especially in fast-growing environments. With a focus on data-driven decision-making and team motivation, you will ensure that support is delivered efficiently and empathetically.

Benefits

Competitive compensation package

Flexibility in work location

Equity option

Private Medical Insurance

25 days annual leave

Paid sabbatical after 4 years

Qualifications

• 5+ years in a senior Customer Support leadership role in fintech or consumer tech.
• Experience managing global teams in high-growth environments.
• Strong understanding of customer support metrics and capacity planning.

Responsibilities

• Define and lead the strategic direction for Customer Support.
• Inspire managers and teams across multiple countries.
• Build feedback loops with Product and Engineering.

Skills

Senior Customer Support leadership

Cross-functional influence

Data-driven decision-making

Team motivation

Operational modelling

Tools

Intercom

Zendesk

Job description

A leading fintech startup in the UK is seeking a Head of Customer Support to define and lead its strategy while managing a high-performing global team. This role is crucial in optimizing support processes and driving customer satisfaction. The ideal candidate will have over 5 years of experience in customer support leadership, especially in fast-growing environments. With a focus on data-driven decision-making and team motivation, you will ensure that support is delivered efficiently and empathetically.