- Negotiable
- Remote
Job Description:
We are looking for a Head of Support to join an international FinTech company (PSP) operating in high-risk industries, including gambling, betting, iGaming, and forex. The company provides access to a wide range of international payment methods, builds partnerships with acquiring banks and payment providers worldwide, supports merchants across Tier 1–3 markets, and demonstrates dynamic growth with rapid international scaling.
The products -own payment solutions and PSP systems worldwide
Main markets – Tier -2, 3
Support team : 4 managers
Work type – fully remote from any country.
Conditions – competitive fixed salary+ bonuses, full-time remote mode, career and financial growth opportunities, paid vacation and sick leave, and additional benefits.
Responsibilities:
- Audit and evaluate the support team’s performance to drive continuous improvement.
- Lead, mentor, and motivate the support team to achieve high performance and deliver exceptional customer service.
- Define, monitor, and enforce team KPIs.
- Foster effective collaboration between support, business development, and account management teams.
- Automate support workflows by implementing Helpdesk/CRM systems, chatbots, and knowledge bases.
- Establish and maintain customer service standards.
- Analyze customer inquiries, identify recurring issues, and provide actionable feedback to the product team.
- Manage critical incidents and oversee escalation procedures.
- Collaborate with cross-functional teams including product, development, design, security, and compliance.
- Support scaling the customer support function across new markets, languages, and time zones.
Job Requirements:
- Experience as a Head of Support or in a similar role in fintech, crypto, or iGaming (B2B);
- Experience with PSP is a must;
- Experience in building or scaling a support team from scratch or during an active growth phase;
- Understanding of financial products: KYC/AML, transactions, payments, regulatory requirements;
- Skills in process automation and optimization, implementing best practices in support;
- Customer-oriented mindset and ability to work with metrics (data-driven approach);
- Strong people management skills: motivation, onboarding, performance evaluation;
- Hands-on experience with tools like Jira, Notion, etc.;
- Experience using Grafana for system monitoring, dashboard building, and metrics analysis;
- English level — B1+
