Head of Customer Support

Head of Customer Support – B2Prime

Location: Cyprus

Language: English (C1-C2)

Preferable from Fintech industry ONLY

Responsibilities

1. Build & Scale a Support Team

• Establish support structure with a long-term vision for team expansion.
• Recruit, train, and manage future support agents.

1. Client Communication & Support Operations

• Act as the primary point of contact for escalated client issues.
• Define and monitor KPI’s and metrics.
• Collect and report on customer feedback to improve service/product quality.

1. Ticketing System Management (ZenDesk)

• Configure ZenDesk to manage customer inquiries efficiently.
• Define workflows and reporting.

1. Self-Service Support & AI Chatbot

• Create and maintain a Help Center knowledge base.
• Create necessary and accurate documentation.
• Ensure clients are in all communication/help channels.
• Help improve chatbot based on client interactions and feedback.

Obligatory Qualifications

• 4+ years of experience in customer support, catering to retail clients within financial services sphere (B2C).
• Experience in ticketing systems (preferably ZenDesk).
• Experience with AI Chatbots and creating Help Center Documentation.
• Strong communication skills.
• Excellent organizational and leadership skills.
• Fluency in English.