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DalaPay is a dynamic and innovative PSP (Payment Service Provider) company committed to delivering cutting-edge payment solutions.
Head of Customer Support
DalaPay
Full Remote
·
Ukraine
·
4 years of experience
·
English - None
·
Fintech
Product
DalaPay, https://dalapay.com/, is an international Payment Service Provider and technical aggregator that provides comprehensive payment solutions for businesses to accept and make payments globally, optimizing and expanding their operations. Except for our global reach we are proud to have a strong presence and successful operations in various African countries. We specialize in offering payment services and technical integration for instant payments to merchants and individuals across various payment...
DalaPay, https://dalapay.com/, is an international Payment Service Provider and technical aggregator that provides comprehensive payment solutions for businesses to accept and make payments globally, optimizing and expanding their operations. Except for our global reach we are proud to have a strong presence and successful operations in various African countries. We specialize in offering payment services and technical integration for instant payments to merchants and individuals across various payment methods and currencies. Besides, we have a wide range of clients and collaborate with companies from diverse industries, earning the trust of large enterprises, e-wallet project owners, partner program providers, and more.
We are looking for a highly - motivated and well - organized Head of Customer Support to join our professional team.
Role Overview
The Head of Customer Support will be responsible for building, leading, and optimizing a high-performing support team. This role combines strategic leadership with operational excellence, ensuring outstanding customer experiences while maintaining efficiency and compliance in a fast-paced fintech environment.
Key Responsibilities
Lead, mentor, and scale a customer support team
Define a team structure, hiring plans, and onboarding processes
Set clear performance goals (KPIs, SLAs) and monitor the team productivity
Develop and implement customer support strategies aligned with the company goals
Optimize workflows, tools, and processes to improve efficiency and quality
Analyze customer interactions and feedback to identify trends and improvements
Collaborate with Product, Engineering, Compliance, and Operations teams
Ensure proper documentation of processes, policies, and knowledge base
Requirements
4+ years of experience in customer support
Experience in building a support team from scratch
Experience in fintech, banking, or financial services is strongly preferred
Proven track record of scaling support teams and improving KPIs
Strong analytical and problem-solving skills
Experience with implementation of CRM and support tools
Excellent communication and stakeholder management skills
What we offer
Professional development and leadership growth opportunities
Opportunity to shape and lead a critical function in a growing fintech
Dynamic, collaborative, and innovative work environment
Remote work and a friendly and professional team
More
56 views
·
8 applications
·
9d
Head of Customer Support
DalaPay
Full Remote
·
Ukraine
·
4 years of experience
·
English - None
·
Fintech
Product
DalaPay, https://dalapay.com/, is an international Payment Service Provider and technical aggregator that provides comprehensive payment solutions for businesses to accept and make payments globally, optimizing and expanding their operations. Except for our global reach we are proud to have a strong presence and successful operations in various African countries. We specialize in offering payment services and technical integration for instant payments to merchants and individuals across various payment...
DalaPay, https://dalapay.com/, is an international Payment Service Provider and technical aggregator that provides comprehensive payment solutions for businesses to accept and make payments globally, optimizing and expanding their operations. Except for our global reach we are proud to have a strong presence and successful operations in various African countries. We specialize in offering payment services and technical integration for instant payments to merchants and individuals across various payment methods and currencies. Besides, we have a wide range of clients and collaborate with companies from diverse industries, earning the trust of large enterprises, e-wallet project owners, partner program providers, and more.
We are looking for a highly - motivated and well - organized Head of Customer Support to join our professional team.
Role Overview
The Head of Customer Support will be responsible for building, leading, and optimizing a high-performing support team. This role combines strategic leadership with operational excellence, ensuring outstanding customer experiences while maintaining efficiency and compliance in a fast-paced fintech environment.
Key Responsibilities
Lead, mentor, and scale a customer support team
Define a team structure, hiring plans, and onboarding processes
Set clear performance goals (KPIs, SLAs) and monitor the team productivity
Develop and implement customer support strategies aligned with the company goals
Optimize workflows, tools, and processes to improve efficiency and quality
Analyze customer interactions and feedback to identify trends and improvements
Collaborate with Product, Engineering, Compliance, and Operations teams
Ensure proper documentation of processes, policies, and knowledge base
Requirements
4+ years of experience in customer support
Experience in building a support team from scratch
Experience in fintech, banking, or financial services is strongly preferred
Proven track record of scaling support teams and improving KPIs
Strong analytical and problem-solving skills
Experience with implementation of CRM and support tools
Excellent communication and stakeholder management skills
What we offer
Professional development and leadership growth opportunities
Opportunity to shape and lead a critical function in a growing fintech
Dynamic, collaborative, and innovative work environment
Remote work and a friendly and professional team
More
38 views
·
3 applications
·
9d