Head of Customer Support

We're looking for a Head of Customer Support to lead and scale the support function within a fast-growing international fintech/trading project. This role combines strategy, operations, technology, automation, analytics, and team leadership. You'll be responsible for building a modern, AI-driven support organization capable of supporting rapid international growth.

Key Responsibilities

• Own the entire Customer Support function: processes, technology, people, performance, and customer experience • Lead migration to Intercom and unify support channels across chat, email, in-app messaging, and WhatsApp • Implement and optimize AI-driven support automation (including Fin AI Agent) • Develop KPI, SLA, QA, and reporting frameworks • Manage, hire, coach, and grow support teams across multiple regions and time zones • Establish VIP support processes for high-value clients • Drive operational excellence through data, automation, and continuous improvement

Requirements

✔️ 3+ years of leadership experience in Customer Support management/leadership ✔️ Experience in Fintech, CFD/Forex, iGaming, or other high-volume B2C environments ✔️ Hands-on experience with Intercom, Zendesk, Freshdesk, or similar platforms ✔️ Proven experience building or transforming support organizations ✔️ Experience implementing AI and chatbot solutions ✔️ Strong understanding of support KPIs and operational metrics

✔️ English B2+ or higher

What We Offer

•Fully Remote •Competitive compensation + KPI-based bonus structure •International conferences and events •Opportunity to build and lead a global support organization within a rapidly growing international business

Feel free to reach out directly or send your CV: @HR_djtim.