Team Lead of Customer Support

OnHires; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading Electronic Money Institution seeks a Lead/Head of Customer Support to shape their customer experience strategy and manage a dynamic team. The role involves team leadership, operational excellence, and cross-functional collaboration to enhance customer satisfaction in a fast-paced FinTech environment.

Benefits

Monthly investment in English learning

Yearly allocation for professional development

Flexible vacation days

Paid sick leave

Performance-based career growth opportunities

Qualifications

• Experience in the FinTech industry is a must.
• Proven experience leading high-performing teams (7+ people).
• Ability to identify areas for improvement and implement innovative solutions.

Responsibilities

• Lead and mentor a team of Customer Support Representatives.
• Implement customer experience strategies and operational processes.
• Collaborate with departments to enhance customer service.

Skills

Team Leadership

Customer Experience Strategy

Operational Excellence

Cross-functional Collaboration

Financial Acumen

Tools

CRM systems

Analytics tools

Job description

Job Title:Lead/Head of Customer Support
Location: Remote

Our client is a leading Electronic Money Institution (EMI) authorised by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta, operates in 140 countries and over 25 industries. Offering multicurrency IBANs, merchant solutions, and mass payment options, the company provides premium and convenient payment services. With all features available through one platform and contract, the company is a preferred solution for local and international payments.

As a Customer Support Team Lead, you will play a crucial role in shaping their customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.

Your regular tasks

Team Leadership and Management:

• Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service.
• Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge.
• Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach.
• Implement required staff rotations, hiring, and lay-offs based on updated performance metrics.

Customer Experience Strategy:

• Identify opportunities to enhance the customer experience through innovative support solutions and process improvements.
• Implement strict SLAs for customer service requests processing and develop
  functional QA monitoring mechanisms.
• Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement.

Operational Excellence:

• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs.
• Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals.
• Quality assurance and ongoing improvement.
• Implement tools, technologies, and workflows to optimise support processes and enhance productivity.

Cross-functional Collaboration:

• Collaborate closely with other departments, including product development via DTO, Sales/Account Management, and Compliance, to ensure a seamless customer experience across all touchpoints.
• Overtake essential customer requests and inquiries from Compliance and Account Management teams.
• Act as a customer advocate within the organisation, representing the customer’s voice in decision-making processes and product development initiatives.

Skills & Knowledge:

• Experience in the FinTech industry is a must.
• Experience in a similar managerial position on an international level.
• Proven experience leading and motivating high-performing teams (7+ people).
• Ability to foster a positive and collaborative team culture.
• Deep understanding of customer needs and expectations.
• Ability to identify areas for improvement and implement innovative solutions.
• Ability to develop and implement policies and procedures.
• Proficiency in relevant software and tools (e.g., CRM systems, analytics tools).
• Financial and Business Acumen.

Hiring Stages:

CV screening → TA Intro call → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board

What’s In It For You

At the company, specialists are at the heart of their innovation and success. Joining their team means accessing unparalleled opportunities to grow, contribute, and thrive in a dynamic FinTech environment.

Empowerment Through Professional Development:

• Monthly investment in your English learning.
• Yearly allocation for advancing your professional expertise.

Unlock Your Potential:

• Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance.
• Performance reviews are anchored in KPIs, ensuring recognition is merit-based.

Make a Lasting Impact:

• Work on unique projects where your contributions can reshape company-wide processes.
• Bring your ideas to the table and earn exceptional bonuses through their company's Ideas Hub.

Flexible and People-Centric Culture:

• Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation.
• Days of paid sick leave annually, accommodating emergencies and medical needs.
• Additional holidays aligned with your local calendar.

Compensation & Incentives:

• Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets.

Their Values:

At the company, they live by principles that drive them to excellence:

• Ownership & Initiative: Specialists who take charge and make a difference.
• Collaboration & Communication: Together, they achieve more by sharing ideas and insights.