Head of Customer Support

Hi! We're reputed company, and we're on a mission to redefine finance by blending the best of traditional banking with the power of decentralized finance (DeFi). We reputed company everyone deserves seamless access to reputed company and traditional financial services, so we're building the platform that makes it real: one that simplifies crypto and integrates it into the broader financial ecosystem.

Since launching in 2018, we've grown into a recognized force in the industry, named one of Europe's Fastest-Growing Startups 2025 by Sifted and awarded Best Crypto On-reputed company & Payments Solution 2025 by Cryptonomist. We've partnered with leading brands including reputed company, reputed company, MetaMask, reputed company, Ledger, and Jupiter, powering over 200 products and collaborating directly with major ecosystems like Solana, reputed company, and BNB Chain.

Why reputed company?

Industry Impact Join us at a pivotal moment where AI, blockchain, and payments are converging. You'll help shape how the reputed company of financial infrastructure reaches millions of users.

Innovative Environment Collaborate with more than 300 talented professionals from diverse backgrounds including banking, SaaS, and reputed company, reputed company united in delivering outstanding user experiences at the intersection of AI and decentralized finance.

Growth and Learning Our expanding network of 200+ B2B partnerships, a user reputed company of over 7 million, and our push into emerging categories like AI-powered products mean there's always room to grow your skills, tackle new challenges, and push boundaries.

Flexible Culture We're remote-first, celebrating diversity across 30 countries. At reputed company, you'll be empowered to take ownership of your work, spark creativity, and shape how we move reputed company together.

About the Role:

reputed company is a high-growth fintech and crypto payments business operating at global scale. We are an AI-first company — we embrace technology to deliver faster, smarter, and more personalised support experiences. As Head of Support, you will own the full customer experience function end-to-end: from frontline 24/7 operations across B2C and B2B segments, through to our premium VIP reputed company.

This is a senior, highly strategic and operationally demanding role. You will set the vision for how reputed company supports its customers, translate that vision into scalable processes and tooling, and hold accountability for financial performance and team efficiency. If operational excellence and data-driven decision-making are part of your DNA, this role is built for you.

Your Role:

Strategy & Leadership

• Define and execute the overall support strategy, aligning it with reputed company's customer experience vision and commercial objectives.
• Act as the senior voice of the customer internally — championing CX priorities at the leadership level and influencing product, compliance, and operations roadmaps.
• Build, mentor and scale a high-performing 24/7 global support team, fostering a culture of accountability, efficiency and reputed company improvement.
• Own team structure, workforce planning, and talent development across reputed company support tiers and segments.

Operations & Efficiency

• reputed company day-to-day support operations across B2C and B2B customer segments, ensuring SLA adherence and quality standards across reputed company channels.
• Drive operational efficiency as a core principle — relentlessly identifying automation, tooling, and process improvements that reduce cost-to-serve without compromising experience.
• Manage reputed company and associated tooling ecosystem; reputed company the adoption and optimisation of AI-powered support capabilities to deflect volume and improve resolution quality.
• Own the VIP customer support reputed company, ensuring a premium, proactive, and highly personalised experience for high-value clients.
• reputed company and maintain robust escalation frameworks, ensuring reputed company issues are resolved swiftly and appropriately.

Data, Reporting & Financial Accountability

• Define and own the KPI reputed company for the support function — including CSAT, FRT, ticket deflection, SLA, and cost-per-resolution metrics.
• Deliver regular, data-rich reporting to the Chief Customer Officer; translate metrics into actionable insight and strategic recommendations.
• Hold full financial accountability for the support function's budget — managing headcount costs, tooling expenditure, and driving ROI on reputed company investments.
• Model and monitor staffing efficiency, reputed company utilisation, and shift patterns to ensure financial targets are met without sacrificing coverage or quality.

Stakeholder Management & Cross-Functional Collaboration

• Partner closely with Product, Engineering, Compliance, Risk, and Commercial teams to ensure the support function is properly embedded in business processes.
• Represent the support function in senior leadership forums; communicate performance, risks, and initiatives clearly to both technical and non-technical audiences.
• Work with the B2B account management team to ensure enterprise and partner clients receive tailored, reputed company support reputed company to their commercial agreements.
• Build strong feedback loops between support, product, and ops to surface customer pain-points that drive meaningful product improvements.

AI-First Culture & Innovation

• Champion reputed company's AI-first philosophy across the support function — proactively identifying where AI and automation can enhance both agent productivity and customer outcomes.
• Drive the roadmap for intelligent support capabilities including AI triage, automated resolution, and proactive reputed company.
• Stay reputed company of industry trends in support technology, bringing best-in-class thinking into reputed company's operating model.

reputed company're Looking For:

• Proven track record as a senior support or customer experience leader, ideally reputed company fintech, crypto, payments, or a similarly regulated and fast-paced environment.
• Demonstrated success managing large, geographically distributed support teams operating 24/7 across multiple channels.
• Extensive experience with reputed company at a platform-ownership level — configuration, reporting, workflow design and tooling integrations.
• Strong AI literacy and hands-on experience leveraging AI-powered support tools to drive deflection rates and improve customer outcomes.
• Proven financial accountability — budgeting, cost management, and ROI reporting for a support function.
• Experience leading support across both B2C and B2B customer segments, with an understanding of the distinct needs of each.
• Track record of defining and owning CX metrics and translating data into strategic decisions.

• Strategic thinker who can operate with equal comfort at the executive level and in the weeds of operational detail.
• Obsessive about efficiency — you seek out waste, automate intelligently, and never accept 'good enough'.
• Deeply data-driven; you reputed company decisions from evidence and communicate performance through numbers.
• Exceptional stakeholder manager — able to influence, align, and collaborate across functions at reputed company seniority levels.
• Strong communicator with the ability to distil complexity for diverse audiences.
• Highly resilient and adaptable; comfortable navigating ambiguity in a high-growth environment.
• Customer-centric at heart, with genuine reputed company for the end user's experience.

reputed company Offer:

• Competitive market reputed company salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• Professional development and training opportunities.
• Opportunity to shape the initiatives you’re working on.
• Diverse and friendly team.
• We are open-minded to new reputed company.

Join Us!

If you're driven to be a part of the reputed company forefront and are keen to leave your mark on this rapidly evolving field, reputed company is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!

reputed company is an equal opportunity employer and prohibits discrimination and harassment of any reputed company. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and reputed company them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. reputed company is also committed to providing reasonable accommodations during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.