Head of Customer Support

As Head of Customer Support (remote) at Banxe, you will be responsible for building and managing a world-class customer support organization. You will define support strategies, streamline operations, and lead a high-performing team to ensure an exceptional customer experience across all touchpoints.

Key Responsibilities:

• Develop and implement customer support strategies, processes, and KPIs
• Lead, mentor, and scale the support team across multiple channels (email, chat, phone, WhatsApp, Telegram)
• Ensure high levels of customer satisfaction, retention, and quick issue resolution
• Collaborate closely with Product, Compliance, Tech, and Marketing to improve customer experience
• Manage support tools, automation, and performance analytics
• Handle escalated issues and crisis communication professionally and efficiently
• Drive continuous improvement initiatives based on user feedback and internal data

Requirements:

• Proven experience (5+ years) in a customer support leadership role, ideally within fintech, banking, or crypto
• Excellent communication and leadership skills with a customer-first mindset
• Strong understanding of support technologies, CRM platforms (e.g., Zendesk, Jira, AI, Metabase), and data analytics
• Experience managing support teams across different regions and time zones
• Ability to thrive in a fast-paced, high-growth, and evolving environment
• Fluent in English and Russian/Ukrainian; additional languages are a plus

We Offer:

• A role in a fast-growing, tech-driven fintech company
• Competitive salary and flexible remote working format
• A team of professionals with international experience
• 20 working days of paid vacation, plus 10 paid sick leave days/days off + 8 paid public holidays per year
• A friendly and supportive team atmosphere
• Opportunities for career growth and strong professional development