Head of Customer Support

The Organisation

This Fintech company is on a mission to simplify the way people spend, send, see and save money. They are focused on an ambitious opportunity fuelled by a couple of trends starting to play out in the market, from fragmentation of financial services to new convergence layers for the customer experience. They have recently expanded to 40-strong and have just completed a multi-million pound Series A fundraise to drive the next phase of rapid growth.

The Role:

As Head of Customer Support you will lead an exceptional team to create a seamless and delightful experience for our rapidly growing user base. You will build out the support team, processes and systems in this exciting phase while bringing to life one of our core values: to obsess about the customer experience:

Responsibilities:

Leading & motivating your team of super-smart payments problem-solvers (currently 5 ppl)
Attracting and hiring great talent to expand the team quickly as required
Thinking of ideas to deliver world-class, bank-beating customer experience such as additional support channels, better out of hours coverage, etc
Obsessing over analytics to identify ways to deliver ambitious performance metrics
Communicating insightful reports on the root-causes of ticket volumes
Providing thoughtful, consistent, actionable coaching and reviews to inspire your team
Stretching the team by encouraging them to upskill and further their understanding of payments and our product
Building and maintaining excellent relationships across the business
Solving complex investigations / complaints which have been escalated to you
Monitoring and ensuring all service and regulatory processes are followed correctly

The skills and experience we are looking for:

Minimum 5 years experience managing customer service for a tech startup / financial service
Team management experience of 25+ agents across more than one site
A strong people focus and excellent relationship management skills
Proficient knowledge of customer service tools, e.g. Zendesk
Managed multiple customer service channels, e.g. email, social media, in-app chat, phone
Comfortable analysing data, drawing out insights and collating into reports
Excellent verbal and written communication skills; uncompromising on accuracy
Fluent business English
A commitment to continuous improvement and reducing customer contact volumes
Track record of coaching & mentoring individuals to deliver a culture of self-development
A natural team player able to make their voice heard in a challenging, fast-changing environment
Familiar with payments processing
A passion for Fintech and/or Startups is a must

Is this right for you?

This is a high-performance team rallied around the single purpose of connecting people’s financial worlds. Based in a great office in Shoreditch, close to Old Street – the heart of the vibrant tech centre of London and backed by some of the leading names in technology including seasoned founders and high-profile venture capital firms.

They will look after you:

Monthly health & wellbeing budget for gym, massages, etc.
Dinner, taxis, etc if you work late
Team Lunch Fridays, weekly drinks, etc
Infinite stream of fruit & snacks (healthy & unhealthy), breakfast smoothies and great coffee
Generous holiday allowance
This company is on a mission and they recognise they can’t do it without having a talented team with a meaningful stake in the business. Everyone who joins them and contributes to the company’s success is rewarded with equity.

To discuss this role further please send your CV to Anna.sarjantson@availexe.com