Head of Support and Delivery to $4500

We are seeking an operational leader to architect and scale our Technical Support and Product Delivery departments. The primary objective is to transform current operations into a highly scalable system governed by strict metrics and automated workflows.
 

Scope of Responsibility:

• Design and implement a multi-tiered support structure (L1, L2, L3). Develop succession plans and training systems for mid-level management to ensure leadership continuity.
• Own the end-to-end incident lifecycle. Transition the department from reactive troubleshooting to a Continuous Service Improvement (CSI) model.
• Establish and monitor rigorous standards for SLA, reaction times, and resolution quality for technical incidents.
• Optimize Time-to-Launch metrics. Standardize technical frameworks for deployment, system configuration, and client training to ensure seamless integration.
• Architect end-to-end operational models. Identify bottlenecks in current workflows and implement automation tools to eliminate manual toil.
• Synchronize Support and Delivery with Product and Engineering teams. Translate client pain points into clear technical requirements (backlog) based on system stability data.
• Build and maintain KPI dashboards to evaluate departmental efficiency and customer sentiment (CSAT/NPS).

Requirements:

• 5+ years in senior leadership roles managing Support or Delivery teams within FinTech, PSP, or Crypto sectors.
• Proven track record of building L1/L2/L3 structures and operational processes from the ground up.
• Hands-on experience managing complex IT product deployments and technical client onboarding.
• Ability to interface effectively with Engineering teams, prioritizing bug fixes and stability improvements through data-backed arguments.
• Deep understanding of the PSP/Payments ecosystem and the operational pressures of high-risk markets.

Significant Plus:

• Technical proficiency in blockchain transaction mechanics and Web3-specific support nuances.
• Direct experience within a Product team or a “product-centric” approach to operational management.
   
  Why BitHide
• Join a global FinTech product that’s truly reshaping the market landscape
• Work with smart minds on complex challenges — we’re not “playing startup,” we’re building the infrastructure of the future
• Be part of a team free from toxicity — only open dialogue, mutual respect, and real professionalism
• Receive fair compensation — clear structure, results-driven rewards, and flexible reviews
• Grow with us — clear goals, transparent career paths, no unnecessary bureaucracy
• Enjoy support — English classes, continuous learning, gym benefits, and family bonuses
• Key specialists get relocation support to Cyprus

• Instant review of your CV — because time matters

   

  Smart people. Big challenges. A business that builds the industry.