Head of Customer Support

At WhiteTech, we empower businesses in the financial ecosystem with cutting-edge white-label and SAAS solutions.

Our comprehensive suite of tools is tailored for EMI, PSP, e-commerce, and open banking platforms. With WhiteTech, clients gain access to a platform designed for flexibility, scalability, and seamless integration.

Our mission is to help businesses unlock their full potential in a rapidly evolving financial landscape.

Whether scaling your PSP, enhancing your EMI services, or diving into open banking, WhiteTech is your partner for innovation and growth.

We are a remote-first technology company and welcome applications from candidates across Europe, including the EEA, the UK, Switzerland, and other non-EEA European countries such as Ukraine, Moldova, Georgia, Armenia, Montenegro, Turkey, and the Western Balkans. We also consider applicants from different locations who can work within Central European Time (CET).

We are looking for an experienced Head of Customer Support with a strong background in managing well-established Customer Support teams within FinTech (preferred), IT, SaaS, E-commerce, or Marketplace environments.

What We Expect

The ideal candidate has:

• Experience managing a team of 5–8 Customer Support professionals within FinTech or leading a large, established support team in related industries

• Strong expertise in building and implementing metric systems (SLAs, KPIs, OKRs), Knowledge Base, FAQs, guidelines, and internal documentation

• Proven experience in hiring, training, and dismissing employees

• Strong people management and leadership skills

• Hands-on experience with CRM systems, as well as task and workflow management tools

Responsibilities

1. Team Leadership & Management

• Lead, mentor, and inspire L1 and L2 Customer Support Representatives to achieve performance goals and deliver exceptional service

• Provide ongoing coaching, feedback, and training to enhance team performance

• Foster a collaborative, accountable, and customer-centric team culture

• Implement staffing decisions, including rotations, hiring, and layoffs based on updated metrics and operational needs

2. Customer Experience Strategy

• Identify opportunities to improve customer experience through refined processes and innovative support solutions

• Implement strict SLAs and develop comprehensive QA monitoring frameworks

• Analyse customer feedback and support metrics to identify trends, gaps, and areas for improvement

3. Operational Excellence

• Oversee daily customer support operations, ensuring timely and effective resolution of inquiries according to SLAs

• Restructure and manage the performance evaluation system (OKRs/KPIs) to align with company objectives

• Drive continuous quality improvement initiatives

• Implement tools, workflows, and technologies to optimise support operations and improve team productivity

4. Cross-Functional Collaboration

• Work closely with Product (via DTO), Sales/Account Management, and Compliance teams to ensure seamless customer experience across all touchpoints

• Handle essential customer inquiries escalated by the Compliance and Account Management teams

• Act as the customer advocate within the company, influencing decision-making and product improvements

Hard Skills

• Experience managing Customer Support teams (FinTech experience highly preferred)

• Deep knowledge of SLAs, KPIs, OKRs, QA frameworks, and support analytics

• Experience creating and maintaining Knowledge Bases, FAQs, and internal guidelines

• Strong understanding of CRM platforms (experience with 2+ systems required)

• Proficiency with task management and workflow automation tools

• Solid understanding of digital products, support workflows, and customer lifecycle

Soft Skills

• Strong leadership and people-management abilities

• Excellent communication and conflict-resolution skills

• High level of ownership and accountability

• Strategic thinking with focus on customer experience

• Ability to thrive in a fast-paced, evolving environment

• Strong problem-solving and decision-making abilities