411_2948997<\/p>\n
We are seeking an experienced and customer-focused leader to head the Customer Service division for a fast-growing FinTech organisation. The Head of Customer Service will be responsible for developing and executing customer experience strategies leading multi-channel support operations and driving service excellence across digital payment products and platforms. <\/p>\n
This role requires a strategic thinker who can balance operational efficiency with a deep commitment to customer satisfaction and regulatory compliance within the financial technology ecosystem. <\/p>\n
Leadership & Strategy: <\/p>\n
Define and implement the overall customer service vision mission and strategy aligned with business goals. <\/p>\n
Build and scale customer support operations across multiple channels (chat email voice in-app social). <\/p>\n
Develop KPIs and service-level standards (SLAs) to measure and continuously improve team performance. <\/p>\n
Operational Management: <\/p>\n
Oversee day-to-day operations of customer support teams ensuring timely and accurate responses to inquiries complaints and service requests. <\/p>\n
Implement technology-driven tools such as CRM chatbots and ticketing systems to enhance efficiency. <\/p>\n
Collaborate with IT Product and Compliance teams to resolve systemic issues impacting the customer experience. <\/p>\n
Customer Experience: <\/p>\n
Champion customer-centric culture across all departments; ensure user feedback is systematically captured analysed and acted upon. <\/p>\n
Design and monitor customer journeys identify pain points and drive continuous process improvements. <\/p>\n
Manage critical customer escalations and ensure root-cause resolution. <\/p>\n
People & Performance: <\/p>\n
Recruit train and develop a high-performing customer service team. <\/p>\n
Provide leadership mentorship and coaching to supervisors and agents. <\/p>\n
Establish reward and recognition programs to boost engagement and retention. <\/p>\n
Compliance & Quality: <\/p>\n
Ensure all customer interactions meet compliance standards (e.g. data protection AML\/KYC obligations regulatory communication). <\/p>\n
Maintain accurate records of complaints and resolutions for audit and regulatory review. <\/p>\n
Regularly audit service quality to ensure consistency and compliance with FinTech best practices. <\/p>\n
Collaboration & Reporting: <\/p>\n
Work closely with Product Technology Risk and Operations teams to improve processes and user experience. <\/p>\n
Prepare regular performance and trend reports for senior management with actionable recommendations. <\/p>\n
Bachelors degree in Business Administration Finance or a related field (Masters preferred). <\/p>\n
Minimum 8-12 years experience in customer service leadership within FinTech payments banking or financial services industries. <\/p>\n
Proven experience managing large customer support teams and scaling operations in a digital-first environment. <\/p>\n
Strong knowledge of digital payments e-wallets transaction disputes chargebacks and KYC processes. <\/p>\n
Excellent communication leadership and problem-solving skills. <\/p>\n
Experience with CRM and ticketing platforms such as Zendesk Freshdesk or Salesforce Service Cloud. <\/p>\n
Data-driven mindset with proficiency in performance analytics and dashboarding. <\/p>\n
Fluency in English; Arabic or other languages are an advantage. <\/p>\n
Strategic and analytical thinker with a passion for customer advocacy. <\/p>\n
Empathetic and service-oriented with strong conflict resolution abilities. <\/p>\n
Technologically savvy with understanding of digital user journeys and FinTech operations. <\/p>\n
Collaborative and persuasive communicator across teams and leadership levels. <\/p>\n
Resilient and adaptable capable of leading teams in a fast-paced high-growth environment. <\/p>\n
Competitive compensation and performance-based incentives. <\/p>\n
Opportunity to lead the customer experience strategy for a dynamic and innovative FinTech company. <\/p>\n
Exposure to cutting-edge digital payment technologies and global best practices. <\/p>\n
Collaborative inclusive and high-performance culture. <\/p>\n
Apply now! <\/p>\n<\/p>\n
#J-18808-Ljbffr<\/p>\n
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