Head of Support

Job Description

411_3343673

For one of our clients, a Fintech company specialised in Decentralized Finance, we are looking for a Head of Support Director.

This job requires:

• Living in Dubai or willing to relocate to Dubai
• Having 7+ years’ experience in Customer Support
• Having prior experience in Fintech, specifically in DeFi / Blockchain / Crypto domains
• Having a deep understanding of the DeFi ecosystem (wallet management, token flows, on‑chain operations) is mandatory. This may come from professional experience or strong personal exposure to DeFi environments.

If you don’t have the above requirements, please don’t apply to the job posting.

Position overview:

• As Head of Support, the person in charge will own the vision, strategy and execution of world‑class customer support for our users.
• Empowered to build and scale high‑performing teams, implement best‑in‑class support processes, and collaborate closely with Product, Operations, and Marketing to advocate for the customer voice

Main Key Responsibilities:

• Lead and scale the global support organization, defining structure, roles, KPIs and staffing models
• Develop and execute a support strategy that balances speed, quality and cost‑efficiency
• Champion customer experience excellence across all channels (in‑app, chat, email, social, voice)
• Foster cross‑functional alignment with Product, Engineering, Trust & Safety and Operations to resolve systemic issues and improve customer satisfaction
• Implement quality assurance frameworks, service level agreements (SLAs) and metrics that drive continuous improvement
• Build scalable documentation, playbooks and training programs to support rapid team growth
• Establish escalation procedures and own major incident communications and response
• Lead workforce planning, forecasting, budgeting and headcount management for support
• Represent customer insights and trends to executive leadership to inform product and operational decisions
• 7+ years in customer support leadership, ideally within fintech or neobanking
• Demonstrated success scaling support teams through high growth
• Deep expertise in support technologies (helpdesk platforms, ticketing systems, automation, bots)
• Strategic thinker with strong analytical skills and data‑driven decision making
• Exceptional communicator and people leader with a passion for coaching and developing talent
• Strong experience partnering with cross‑functional teams in a fast‑paced environment
• Experience in global support operations, including remote and distributed teams
• Fluency in English; additional languages are a plus

#J-18808-Ljbffr

2026-03-04 08:23:18