Director of Customer Support

Moniepoint Group; London; Hybrid; GBP 60,000 - 100,000

Job description

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Moniepoint Group was recently ranked the fastest-growing fintech in Africa by the Financial Times in 2024. We’re proud to announce Visa has joined our $110 million Series C funding round as a strategic investor, alongside Google’s Africa Investment Fund. With their support, we’re well-positioned to expand globally and create transformative products that solve meaningful problems in Africa and beyond.

Our mission is to drive financial inclusion and help millions of small businesses and individuals in Africa achieve financial empowerment. Building on our profitable success in Nigeria, we’re now launching a global multi-currency account and cross-border payments product.

This is an incredible opportunity to join one of the most promising fintechs working on solving problems at the heart of financial inclusion. As our Director, Customer Support, you’ll play a pivotal role in shaping our customer support operations for this exciting global multi-currency account product vertical, effectively building the foundation for a world-class customer support organization from scratch.

Location:

London (hybrid, 2-3 days a week at the office). We're open to considering candidates outside of London, who would work primarily remote, with 1-2 visits to the office per month. Travel quarterly to Nigeria will be necessary as well, including several times in the first quarter, and quarterly trips thereafter. We’re based in a modern office near Southwark station in downtown London.

About the role

As Director of Customer Support, you will define, deliver, and scale a best-in-class customer support organization for our global multi-currency account business, which is the single most important agenda for our company which will define the future of cross border payments. You’ll be responsible for building the infrastructure, processes, and team to support customers with a high-quality experience across multiple channels, including live calls, chat, and social media.

Your responsibilities will include:

1. Build a high-performing customer support function from the ground up, overseeing tools, processes, and performance metrics.
2. Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale.
3. Implement and optimize support tools such as Zendesk to improve ticketing, response times, and overall service quality.
4. Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months.
5. Regularly conduct training sessions to upskill team members and maintain high performance across all channels.
6. Collaborate with cross-functional teams to align customer support initiatives with broader product and business goals.
7. We’re defining success as our Director of Customer Support building one of the best customer success/support teams in UK fintech.
8. Establish and maintain industry-leading SLAs.
9. Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs.
10. Travel quarterly (for weeks at a time, if necessary) to conduct team trainings and to spend time on the ground with your organization.

We’re looking for someone with:

1. 5+ years of experience leading customer support teams within consumer fintech. Start up / scale-up experience is an absolute must have.
2. Proven experience managing remote teams, particularly across global or emerging markets. You must have experience managing leads, and managing a team of at least 10 agents in the past.
3. Demonstrated ability to build and scale customer support functions from scratch, including selecting and implementing necessary tools and systems.
4. Familiarity with support infrastructure like Zendesk and other ticketing systems.
5. Hands-on leadership style with a focus on empathy, collaboration, and developing team capabilities.
6. Willingness to travel frequently to meet with team members and support the development of on-site capabilities as needed.
7. Culture fit - someone who embodies our values of grit, no ego, technical depth, curiosity, and passion.
   

If you’re a hands-on, empathetic leader with experience in scaling customer success teams and a passion for delivering exceptional customer experiences in fintech, we’d love to hear from you.

What we can offer you

1. Culture - We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
2. Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
3. Compensation - You’ll receive an attractive salary, monthly bonus, pension, health insurance, and 25 days of annual leave.
   

What to expect in the hiring process

1. A preliminary call with one of our recruiters.
2. A 45-minute interview with our Director of Operations, UK.
3. A 60-minute panel interview with our Head of People and our Chief Compliance Officer, UK.
4. A 45-minute interview with your future manager, our CEO, UK.
   

Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.