Head of Customer Support

Job Description

REQUIREMENTS

• Prior experience in fintech, payments, SaaS, or financial services.
• Strong understanding of payment gateways, APIs, transaction lifecycles, and compliance considerations.
• Proven ability to build, scale, and manage high-performing customer-facing teams.
• Excellent stakeholder management and communication skills, with experience engaging senior client leadership.
• Data-driven mindset with experience using customer success metrics, dashboards, and reporting tools.
• Ability to collaborate cross-functionally with Product, Engineering, Sales, and Operations teams.

Preferred

• Experience supporting enterprise or high-volume merchant clients
• Familiarity with CRM and customer support platforms (e.g., Salesforce)
• Background in onboarding complex technical products or integrations
• Experience working in a fast-paced, high-growth startup or scale-up environment

RESPONSIBILITES

• Team Leadership: Lead, mentor, and develop a high-performing customer success team. Establish and refine processes to improve efficiency and effectiveness and set clear goals and performance metrics.
• Client Relationship Management: Build and maintain strong, long-lasting relationships with key clients, acting as their primary point of contact. Understand their business goals and payment workflows, ensuring they achieve maximum value from our payment solutions.
• Onboarding & Training: Oversee the onboarding of new clients to ensure a smooth and successful implementation, focusing on payment gateway integration and API usage. Develop and deliver training programs to educate clients on our products and best practices.
• Retention and Growth: Develop and implement strategies to increase customer retention and reduce churn. Monitor customer health metrics and proactively address any issues. Identify and leverage upsell and cross-sell opportunities in collaboration with the sales team.
• Product Advocacy: Collect and analyze customer feedback on transactional success rates and payment processing to identify areas for product improvement. Work closely with the product and development teams to advocate for customer needs and priorities.
• Reporting and Analytics: Create and maintain dashboards and reports to track key customer success metrics, such as satisfaction, retention, and growth. Present regular updates to senior management on customer success performance and key insights.
• Industry Expertise: Stay up to date with industry trends and best practices in customer support, particularly within the fintech and payments sectors, and implement new strategies accordingly.

Are you interested in this position?

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