Talent Partners are currently recruiting for a Global Head of Customer Support on behalf of a scaling international fintech business.
This is a high-impact leadership opportunity to shape and scale global support operations across multiple regions. Our client is seeking a strategic and experienced leader to centralise teams, standardise processes, and drive service excellence in a growing, fast-paced environment.
You will lead a global support function of 50+ professionals, aligning people, tools, and processes to deliver high-quality, cost-efficient service across multiple products and geographies. This role will play a key part in improving the customer experience and driving operational excellence, working closely with cross-functional teams to ensure support services evolve in line with business needs.
Key Responsibilities
* Lead the centralisation and optimisation of global customer support operations, building a cohesive and scalable function.
* Design and implement standardised processes, systems, and tools to ensure consistent service delivery worldwide.
* Establish a tiered support model to improve efficiency, resolution times, and overall customer satisfaction.
* Drive automation and workflow enhancements to reduce friction and increase service responsiveness.
* Ensure service excellence across multiple products and geographies, with a sharp focus on quality and cost efficiency.
* Utilise data and KPIs to measure performance, reduce escalations, and inform continuous improvement.
* Collaborate cross-functionally with Product, Technology, and Commercial teams to embed support insights into product development.
* Provide leadership and development opportunities for a global support team of 60+, fostering a culture of accountability, innovation, and customer focus.
* Align support strategy with wider business goals, including sustainability and customer empowerment.
What We’re Looking For
* Proven track record in leading large, multi-regional support teams within a fast-paced tech or fintech environment.
* Strong background in service optimisation and performance management, including cost control and quality assurance.
* Hands-on experience designing and operating tiered customer support structures.
* Expertise in data-driven decision making, with deep understanding of support KPIs, customer satisfaction metrics, and feedback loops.
* Demonstrated ability to manage and influence cross-functional stakeholders at a senior level.
* Leadership style grounded in collaboration, accountability, and continuous improvement.
* Experience working across diverse cultures and regulatory landscapes.
* Passion for building high-performing teams and transforming customer experience through innovation.
Our client is a fast-growing international fintech organisation focused on delivering intelligent automation software to its global customer base. With a collaborative, purpose-driven culture and a strong focus on impact, innovation, and growth, this business offers a unique opportunity for a senior leader to make a lasting contribution to its future success.
If you are a strategic leader with a passion for transformation, operational excellence, and customer success, we would love to hear from you.
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