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Overview
We are looking for a Lead of Customer Support to lead and scale the Customer Support function in a fast-growing international fintech/trading project.
Responsibilities
- •Fully responsible for the Customer Support function: processes, technology, team, performance metrics, and customer experience.
- •Lead the migration to Intercom and unify all support channels (chat, e-mail, in-app chat, and WhatsApp).
- •Implement and optimize AI automation for support (including Fin AI Agent).
- •Develop and implement KPIs, SLAs, quality control processes (QA), and reporting systems.
- •Hire, develop, and manage support teams across different regions and time zones.
- •Establish VIP support processes for key clients.
- •Enhance operational efficiency through analytics, automation, and continuous process improvement.
Conditions
- •Fully remote work format.
- •Competitive salary + KPI bonuses.
- •Participation in international conferences and industry events.
- •Opportunity to build and lead a global support function from scratch in a fast-growing international business.
Requirements
- •At least 3 years of experience managing a customer support function or team.
- •Experience in FinTech, CFD/Forex, iGaming, or other high-load B2C projects.
- •Practical experience with Intercom, Zendesk, Freshdesk, or similar platforms.
- •Proven experience in building or transforming a support function.
- •Experience implementing AI solutions and chatbots.
- •Good understanding of support KPIs and operational metrics.
- •English language proficiency — level B2 and above.
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