Head of Customer Support

About the role

The Head of Customer Support will build and lead a world‑class support and success function within our fintech payments ecosystem. You will ensure customer satisfaction, retention and long‑term value by delivering exceptional service 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, understanding their business goals and payment workflows.
• Oversee onboarding and training, ensuring smooth payment gateway integration and API usage.
• Develop and execute retention and growth strategies, monitoring health metrics and identifying upsell opportunities.
• Collect and analyse customer feedback to advocate 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 a strong understanding 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

• Salesforce (CRM)
• APIs and payment gateway integration
• Customer support platforms
• Dashboards and reporting tools
• Customer success metrics

What we offer

• Competitive salary package aligned with experience and market standards.
• Medical insurance from day 1.
• Access to training resources and professional development opportunities.
• Well‑stocked office with daily snacks, drinks and refreshments.
• Multinational organisation with a collaborative culture and regular team‑building events.
• Employee Recognition Program with special perks for Employee of the Month.