Job VC
Head of Support
Technologies
Description
We are looking for a proactive, strategic, and customer-oriented
Head of Customer Support
to build and scale the support function in a fast-growing international fintech environment.
This role offers an opportunity to directly impact customer experience, optimize support processes, and build a high-performing team.
Key Responsibilities
Support Strategy & Operations
Build, develop, and manage the customer support team
Define and implement KPIs and performance metrics
Establish and maintain high standards of customer service
Process Optimization & Automation
Automate support processes through implementation of Helpdesk/CRM systems, chatbots, and knowledge bases
Continuously improve workflows and support efficiency
Customer Experience & Insights
Analyze customer requests and identify recurring issues
Provide structured feedback to product and engineering teams
Cross-functional Collaboration
Work closely with product, engineering, design, security, and compliance teams
Support business scaling across new markets, languages, and time zones
Incident & Team Management
Manage critical incidents and escalations
Build and implement training and development programs for the team
Requirements
1+ year of experience in a leadership role in customer support, preferably in fintech
Experience building or scaling support functions from scratch or during rapid growth
English level — Upper-Intermediate (B2) or higher
Hands-on experience with tools such as Jira, Notion, or similar systems
Understanding of financial products: KYC/AML, transactions, payments, and regulatory requirements
Strong people management skills: motivation, onboarding, performance management
Customer-oriented mindset combined with a data-driven approach
Nice to Have
Experience working with Asian markets
We Offer
Opportunity to impact the customer experience of a product used by thousands or hundreds of thousands of users
A team that values initiative, structured thinking, and open communication
Modern tech stack, automated processes, and strong support from
C-level
50% compensation for professional education and development
24 calendar days of paid vacation
Paid sick leave
Work in an international fintech environment
Competitive salary (discussed individually)
Flexible remote work format
Head of Customer Support
to build and scale the support function in a fast-growing international fintech environment.
This role offers an opportunity to directly impact customer experience, optimize support processes, and build a high-performing team.
Key Responsibilities
Support Strategy & Operations
Build, develop, and manage the customer support team
Define and implement KPIs and performance metrics
Establish and maintain high standards of customer service
Process Optimization & Automation
Automate support processes through implementation of Helpdesk/CRM systems, chatbots, and knowledge bases
Continuously improve workflows and support efficiency
Customer Experience & Insights
Analyze customer requests and identify recurring issues
Provide structured feedback to product and engineering teams
Cross-functional Collaboration
Work closely with product, engineering, design, security, and compliance teams
Support business scaling across new markets, languages, and time zones
Incident & Team Management
Manage critical incidents and escalations
Build and implement training and development programs for the team
Requirements
1+ year of experience in a leadership role in customer support, preferably in fintech
Experience building or scaling support functions from scratch or during rapid growth
English level — Upper-Intermediate (B2) or higher
Hands-on experience with tools such as Jira, Notion, or similar systems
Understanding of financial products: KYC/AML, transactions, payments, and regulatory requirements
Strong people management skills: motivation, onboarding, performance management
Customer-oriented mindset combined with a data-driven approach
Nice to Have
Experience working with Asian markets
We Offer
Opportunity to impact the customer experience of a product used by thousands or hundreds of thousands of users
A team that values initiative, structured thinking, and open communication
Modern tech stack, automated processes, and strong support from
C-level
50% compensation for professional education and development
24 calendar days of paid vacation
Paid sick leave
Work in an international fintech environment
Competitive salary (discussed individually)
Flexible remote work format