What You’ll Do:

• Grow the team: Build, lead and mentor the customer support and success teams to offer world class support for our retail customers, business customers and network partners.
• Own Support tools: Configure and maintain our Intercom workflows and any other conversation management platforms, leveraging AI and automation.
• Keep quality high: Measure satisfaction (CSAT/NPS), hit SLAs, response times and deep dive into insights to improve processes and customer experience.
• Collaborate smartly: Work closely with our Product, Technology, Compliance, and Operation teams to solve issues and improve our product based on customer feedback.
• Scale thoughtfully: Build scalable processes and knowledge management so we’re ready for customer growth without compromising on empathy or efficiency.
• Manage key relationships: Maintain key relationships with key network partners to improve our B2B offering and reduce churn.

What You’ll Need:

• 4+ years experience in customer support and customer success roles with at least 1+ years experience in fintech or managing key accounts in SaaS (preferably in Finance).
• 2+ years experience in leadership roles, with proven experience scaling and mentoring a support team in a fast-paced environment.
• Demonstrate sufficient knowledge in banking, payments and AML/KYC processes.
• You take ownership and get things done.
• Data driven and able to dive into support and success metrics to drive continuous improvement.
• Experienced with Intercom and AI/Automation tools, familiarity with other CRMs is an added bonus.
• Strong communication and people management skills.

Nice to Have:

• Knowledge or professional experience in crypto.
• Fluency in an additional European language other than English.
• Experience in early stage start-up

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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