This role leads the Customer Support team to ensure smooth operations, consistent service quality, and efficient resolution of customer issues. It focuses on SOP and SLA management, team performance oversight, and continuous improvement across the support function.
Develop, update, and enforce Standard Operating Procedures for all customer support workflows.
Establish clear Service Level Agreements for internal and external teams to strengthen operational efficiency.
Supervise day-to-day adherence to SOPs and SLAs, identifying gaps and recommending scalable improvements.
Monitor customer tickets to ensure timely and complete resolution.
Manage escalated or pending tickets and redistribute them to reduce backlog.
Lead, mentor, and support the customer support team to meet KPIs and service expectations.
Review ticket quality to ensure responses meet internal standards and are well documented.
Provide continuous performance feedback and improvement recommendations to team members.
Prepare weekly reports covering activity levels, performance metrics, and operational insights.
Produce incident reports that highlight blockers or operational failures affecting productivity.
Analyse customer feedback to identify trends and opportunities for improved service delivery.
Manage escalations across tools such as email, phone, Slack, Jira, and Skype until full resolution.
Communicate updates on unresolved issues to users, partners, and internal stakeholders.
Collaborate with Product, Engineering, Compliance, and Operations to enhance workflows and customer processes.
Recommend process improvements to boost efficiency, service quality, and scalability.
Support Customer Support Leadership with additional operational tasks when required.
3–5 years of customer support experience, ideally within fintech or banking.
Minimum of 1 year leading or supervising a customer support team; remote team leadership is an advantage.
Strong understanding of customer support operations, including SOP and SLA management.
Ability to provide constructive feedback with professionalism and sound judgment.
Excellent written, verbal, and non-verbal communication skills.
Strong critical thinking skills, with the ability to identify root causes and propose effective solutions.
Results-driven mindset with a focus on quality and operational rigour.
None
Complete your application on the company's website