Team Lead of Customer Support
Our partner is a leading Electronic Money Institution (EMI) licensed by the FCA in the UK, FINTRAC in Canada, and MFSA in Malta. Operating across 140 countries and serving more than 25 industries, it provides multi-currency IBAN accounts, merchant solutions, and mass payment capabilities. All services are accessible through a single unified platform under one contract, making it an efficient solution for both domestic and cross-border payments.
The company is seeking a Customer Support Team Lead who will be instrumental in developing customer experience strategies, optimizing support operations, and cultivating a high-performance culture within the customer support team. This role offers the opportunity to directly impact service quality standards while leading a team of support professionals in a dynamic financial technology environment.
Main Responsibilities:
Team Leadership and Management:
– Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service
– Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge
– Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach
– Implement required staff rotations, hiring, and lay-offs based on updated performance metrics
Customer Experience Strategy:
– Identify opportunities to enhance the customer experience through innovative support solutions and process improvements
– Implement strict SLAs for customer service requests processing and develop
functional QA monitoring mechanisms
– Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement
Operational Excellence:
– Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs
– Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals
– Quality assurance and ongoing improvement
– Implement tools, technologies, and workflows to optimise support processes and enhance productivity
Cross-functional Collaboration:
– Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpoints
– Overtake essential customer requests and inquiries from Compliance and Account Management teams
– Act as a customer advocate within the organisation, representing the customer’s voice in decision-making processes and product development initiatives
Mandatory Requirements:
– Experience in the FinTech industry is a must
– Experience in a similar managerial position on an international level
– Proven experience leading and motivating high-performing teams (5+ people)
– Ability to foster a positive and collaborative team culture
– Deep understanding of customer needs and expectations
– Ability to identify areas for improvement and implement innovative solutions
– Ability to develop and implement policies and procedures
– Proficiency in relevant software and tools (e.g., CRM systems, analytics tools)
– Financial and Business Acumen
We offer:
Empowerment Through Professional Development:
– Monthly investment in your English learning
– Yearly allocation for advancing your professional expertise
Make a Lasting Impact:
– Work on unique projects where your contributions can reshape company-wide processes
Flexible and People-Centric Culture:
– Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation
– Days of paid sick leave annually, accommodating emergencies and medical needs
– Additional holidays aligned with your local calendar
Compensation & Incentives:
– Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets