Head of Global Customer Support & AI-Driven Growth

Cleo; City of London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

A leading fintech company in London is seeking a Head of Customer Support to strategize and lead a growing global support team. This role involves defining the vision for customer support, optimizing operations, and ensuring exceptional service delivery at scale. The ideal candidate has significant experience in consumer tech and a proven track record in team leadership. This position offers a competitive compensation package and opportunities for growth within the rapidly scaling firm.

Benefits

Competitive compensation package

Equity options

25 days annual leave + public holidays

6% employer-matched pension

Private medical insurance

Paid sabbatical after 4 years

Qualifications

• 5+ years as a senior Customer Support leader in consumer tech or fintech.
• Experience managing global teams and scaling operations.
• Strong ability to present to executive audiences.

Responsibilities

• Define and implement the strategic direction for Customer Support.
• Lead a global team across multiple countries.
• Build and optimize customer feedback loops with product teams.

Skills

Team leadership and motivation

Customer support metrics and strategies

Data-driven decision making

Operational processes optimization

Experience with support platforms

Tools

Intercom

Zendesk

Job description

A leading fintech company in London is seeking a Head of Customer Support to strategize and lead a growing global support team. This role involves defining the vision for customer support, optimizing operations, and ensuring exceptional service delivery at scale. The ideal candidate has significant experience in consumer tech and a proven track record in team leadership. This position offers a competitive compensation package and opportunities for growth within the rapidly scaling firm.