Head of Customer Support

About the role

The Head of Customer Support will build and lead a world‑class support and success function within finera’s fintech payments ecosystem. This senior role ensures customer satisfaction, retention and long‑term value by delivering exceptional service, driving operational excellence and acting as the voice of the customer across the organisation.

Key responsibilities

• Lead, mentor and develop a high‑performing customer success team, establishing processes, goals and performance metrics.
• Build and maintain strong relationships with key clients, acting as their primary point of contact and ensuring they achieve maximum value from payment solutions.
• Oversee onboarding and training, guiding smooth payment gateway integration and API usage.
• Develop strategies to increase retention, reduce churn and identify upsell opportunities in collaboration with sales.
• Collect and analyse customer feedback on transaction success rates, advocating for product improvements with product and engineering teams.
• Create and maintain dashboards and reports on satisfaction, retention and growth, presenting insights to senior management.

Required profile

• Prior experience in fintech, payments, SaaS or financial services, with deep knowledge of payment gateways, APIs and compliance.
• Proven ability to build, scale and manage high‑performing customer‑facing teams.
• Excellent stakeholder management and communication skills, including engagement with senior client leadership.
• Data‑driven mindset with experience using customer success metrics, dashboards and reporting tools.

Required skills

• APIs
• Payment gateways
• Salesforce (CRM and support platform)

What we offer

• Competitive salary package aligned with experience and market standards.
• Medical insurance starting from day 1.
• Access to training resources and professional development opportunities.
• Well‑stocked office with daily snacks, drinks and refreshments.
• Multinational organisation promoting a strong, collaborative culture.
• Regular team‑building events, employee recognition program and special perks for “Employee of the Month”.