#vacancy #Support # #Lead #Remote

🚀 Lead of Customer Support

We are looking for a Lead of Customer Support to head and scale the Customer Support department in a rapidly growing international fintech/trading project. This role combines strategy, operational management, technology, automation, analytics, and team management.

Key Responsibilities — Full responsibility for the Customer Support function: processes, technologies, team, performance indicators, and customer experience. — Lead the migration to Intercom and consolidate all support channels (chat, e-mail, in-app chat, and WhatsApp). — Implement and optimize AI support automation (including Fin AI Agent). — Develop and implement KPIs, SLAs, Quality Assurance (QA) processes, and a reporting system. — 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. ** Requirements** ✔️ Minimum 3 years of experience managing a customer support department or Customer Support team. ✔️ Experience in FinTech, CFD/Forex, iGaming, or other high-load B2C projects. ✔️ Hands-on experience with Intercom, Zendesk, Freshdesk, or similar platforms. ✔️ Proven experience in building or transforming a support department. ✔️ Experience implementing AI solutions and chatbots. ✔️ Good understanding of support KPIs and operational metrics. ✔️ English language – B2 level or higher.

What We Offer Fully remote work format. Competitive salary + KPI bonuses. Participation in international conferences and industry events. Opportunity to build and lead a global support department from scratch in a rapidly growing international business.

📩 If you are interested in the vacancy, please write directly or send your resume to: @HR_djtim