Head of Support

About the Project

We are an international fintech company developing a cutting-edge crypto payment ecosystem. We create products at the intersection of crypto, banking, and digital payments for users worldwide.

As we actively scale our product, expand our client base, and strengthen our customer service direction, we are looking for a strong Head of Support. Your goal will be to build a next-level support system — fast, structured, and user-centric.

Key Responsibilities:

• Manage the customer support team and build efficient support workflows from scratch;
• Monitor and optimize service quality and response metrics (SLA, KPI, CSAT);
• Establish internal regulations, service standards, and knowledge bases;
• Scale the support structure in alignment with product and user base growth;
• Handle complex, high-priority, and conflict-related customer cases;
• Collaborate closely with Product, Compliance, Payments, and Tech teams;
• Analyze user feedback to provide actionable insights for product improvement;
• Implement automation tools and AI solutions to boost support efficiency.

Requirements:

• 2+ years of experience in managing a customer support team;
• Background in Fintech / Banking / Crypto / Payment products is a strong advantage;
• Proven track record of setting up processes in a fast-growing environment;
• Strong communication, leadership, and analytical skills;
• Hands-on experience with helpdesk systems (Zendesk, Intercom, etc.), tracking metrics, and analytics;
• Russian: Native (crucial for internal communication or specific market coverage);
• English: Fluent/Upper-Intermediate (for regular business communication).

What We Offer:

• An opportunity to directly influence the development of a global fintech product;
• Fast decision-making processes and zero unnecessary bureaucracy;
• A strong, ambitious team and challenging tasks;
• 100% remote work format;
• Competitive salary and professional growth opportunities alongside the company.