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Head of Customer Support

2 weeks ago

London, Greater London, United Kingdom CRS Full time £800,000 - £1,200,000 per year

Head of Customer Support – 12 month contract ( Maternity Cover)

Salary - £90K basic

Remote first, must be happy to travel to both Bristol and London for team meetings

My client is a mission led B2C Fintech with focus of enabling financial inclusion & a happier and healthier relationship with money across UK & US. They have a number of award winning products built into their B2C Bank Account allowing consumers to have practical tools whilst educating themselves on financial decisions.

As they transition from start up to scale up we are launching new products, building the brand & looking to streamline internally processes & policies to ensure maximum efficiency for our customers.

This role is therefore an exciting one as you will play a strategic part in how the business scales and work closely with the Operations Director on how customer support is shaped moving forward.

Responsibilities:

  • Set the strategic direction for the customer support function in line with tone of voice, company mission and business goals
  • Translate C suite priorities into actionable plans and measurable outcomes
  • Lead and mentor the team whilst they adapt to change & development in the business
  • Translate customer insights into feedback which shapes the products and process moving forward – Lots of work with Tech & Product
  • Enable a culture of continuous development all focused around the customer
  • Define, build & monitor KPI's of the team
  • Drive efficiency through tech, planning, automation & implementation of AI
  • Improve scalability, reduce friction points & ensure sustainability
  • Develop dashboards and reporting frameworks that provide visibility of performance and drive accountability

Requirements:

  • Previous success in a Head of Customer Support role
  • Previous experience working in a start up turn scale up business
  • Clearly articulate your passion for customers & them being at the heart of your team
  • Prior management experience
  • Knowledge of tech or financial services
  • Analytical & Data driven mindset, ability to report to C suite on team / function performance
  • Comfortable travelling to both Bristol and London a few times a month