We are searching for a Head of Customer Support & Service who can build a world class support organization from the ground up. This leader will own the entire customer support experience, design the operational foundation, and guide the team as we scale globally. You will bring structure, excellence, and clarity to every stage of the merchant journey.
Your future impact matters more than your past. This is your opportunity to shape a high performing support function in a fast paced environment where your work directly influences merchant satisfaction and company outcomes.
Your Arena - Know your impact
As the Head of Customer Support & Service, you will transform our support operation into a predictable, scalable, and merchant focused department. You will lead the frontline team, define operational standards, and ensure top tier service delivery.
Operational Leadership: Own all support activities including inbound support, service delivery, triage, escalations, and performance management.
Merchant Experience Ownership: Define SLAs, communication standards, and quality expectations to deliver consistent, high quality merchant interactions.
Team Management and Development: Lead and mentor the support team in the Philippines while designing training, QA, and coaching systems that elevate performance.
Process and Structure Building: Create workflows, documentation, escalation paths, and operational frameworks that form the backbone of a mature support function.
Cross-Functional Collaboration: Partner with Product, Customer Success, Onboarding, and Operations to resolve friction, surface insights, and improve the merchant journey.
Service Insights and Improvements: Analyze recurring issues, provide actionable insights, and help drive product enhancements that reduce support load and increase satisfaction.
Requirements: Customer Support Leadership: 5+ years of experience in customer support or service roles, including at least 4+ years in leadership managing teams.
Operational Excellence: Proven ability to build and scale structured support processes, SLAs, QA systems, and reporting frameworks.
Global Team Management: Experience leading offshore or remote teams, ideally including teams in the Philippines or similar regions.
Merchant First Mindset: Ability to translate product complexity into simple, clear communication and consistently represent merchant needs inside the company.
Cross-Functional Strength: Strong collaboration with Product, CS, Onboarding, and Operations, with the ability to influence and drive alignment.
Analytical Capability: Comfort with support metrics, operational reporting, quality evaluation, and identifying root causes.
Communication Skills: Exceptional written and verbal communication in professional English.
Fintech Experience (Nice to Have): Background in payments, disputes, fraud, or risk operations is highly valued.
Startup Agility: Adaptable, hands-on, and capable of building structure in a rapid growth environment - Must.
This position is open to all candidates.