Head of Support

We’re looking for an experienced and driven Head of Support to oversee our customer support function. In this role, you’ll lead the support team in delivering exceptional service to our B2B clients, ensuring timely, effective, and high-quality responses to technical and product-related inquiries. You’ll play a key role in optimizing support operations, improving processes, and enhancing the overall client experience.

Key Responsibilities

• Lead and manage the Customer Support team, ensuring high-quality service delivery for B2B clients.
• Build, improve, and scale support processes, policies, and tools as needed.
• Implement and maintain clear, transparent, and proactive communication procedures for client requests, status updates, resolution timelines, and any changes.
• Define, track, and manage key support KPIs, including SLA, CSAT, NPS, CES, First Response Time, and others.
• Develop proactive measures to identify and mitigate customer dissatisfaction and churn risks.
• Guide the team to prioritize issues based on business impact, client value (LTV), and urgency.
• Take ownership of escalated or sensitive cases, ensuring timely resolution and effective client communication.
• Ensure clients are consistently informed about the status of their requests and expected resolution timelines, maintaining clear and proactive communication throughout.
• Collaborate closely with Product, Development, Sales, and Onboarding teams to enhance client satisfaction, retention, and overall success.
• Provide regular reporting and insights on support performance, customer sentiment, and areas for improvement.
• Contribute to revenue protection and growth by continuously improving the client experience.
• Mentor and develop support team members, fostering a culture of ownership, accountability, and continuous learning.

Requirements

Experience

• 3–5 years in a Head of Support or similar leadership role in a B2B environment (preferably SaaS, Fintech, or Software).
• Experience building or improving support operations from the ground up is a plus.

Background

• Strong IT, financial, or combined background preferred.
• Good understanding of software and IT environments, including basic networking and system troubleshooting.

Skills & Competencies

• Strong customer focus and ability to understand and respond to client needs.
• Ability to assess and handle critical vs. non-critical client issues.
• Sound judgment in identifying urgent vs. routine matters.
• Ability to identify and act on client risks proactively.
• Understanding of how customer experience affects growth and revenue.
• Prioritization of tasks based on client value and business impact.
• Experience designing and optimizing workflows.
• Proficient in JSM, Atlassian Alerts, Slack, Front.com, and similar tools.
• Skilled in analyzing data to track and improve support performance.
• Strong English communication skills (Upper-Intermediate or above).
• Proven leadership in managing, coaching, and guiding teams.
• Hands-on approach, able to manage complex client cases directly.

Personality

• Positive, energetic, and resilient leader.
• Structured but adaptable and pragmatic.
• Results-oriented with strong business sense.

Preferred Qualifications

• Experience with clients in financial services, especially CFD/Forex.
• Familiarity with RFO and incident communication practices.
• Understanding of how tech issues affect client operations and urgency.

Benefits & Perks

• Competitive compensation package.
• Full-time remote or in-office role, depending on location.
• Learning & Development support for your growth.
• Paid annual leave and sick leave.
• Company events and celebrations online/offline.
• Anniversary and birt