Head of Customer Support

London | Hybrid

Our client, a progressive and award-winning fintech scale-up, is looking for a Head of Customer Support to lead and support the growth of our Customer Support and Customer Care operations. In this role you will be responsible for ensuring exceptional service for our customers, driving process improvements, and optimising resources and efficiency within the team.

With established customer teams, but growing, 2025 is a pivotal point in which to solidify a scalable, smart, customer and business-centric operating model that will form the basis of our clients' customer-teams growth for the future. As such, we're especially looking for those with experience in this area, and those exceptionally comfortable with data and change management.

The role involves the management of 5 key areas within the team and will be responsible for the overall budget, resourcing, performance, and standards within it. The ideal candidate will have prior experience of leading and inspiring large teams in a regulated scale-up business and should be confident with understanding and analysing data, and able to create clear strategies for their teams to understand the wider business needs.

Team Management

• This role directly oversees 5 key areas and would have 6 direct reports from across these:

Resource Planning and Optimisation

• Own and execute a robust resource planning strategy to ensure optimal staffing across customer support and care teams, with the support of finance partners.
• Utilise advanced spreadsheet and data analysis skills to predict demand and allocate resources effectively.

Customer Experience and Support Operating Model

• Design and continuously refine the operating model for current and future support experiences, aligning with our clients' customer-centric mission.
• Lead initiatives to streamline workflows, enhance service quality, and ensure that processes are adaptable to future growth and customer needs.
• Develop and implement metrics to measure and improve customer satisfaction, response times, and first-contact resolution rates.

Cross-Functional Communication and Collaboration

• Serve as an advocate for customer support and care across the organization, ensuring the importance of customer service and experience is communicated effectively to cross-functional teams.
• Work collaboratively with Product, Marketing, and other departments to integrate customer feedback into product enhancements and service improvements.

Data-Driven Insights and Reporting

• Leverage strong analytical skills to generate actionable insights from customer support and care data.
• Create and maintain reporting structures to track team performance, identify trends, and present findings to senior management.
• Use data to inform strategic decisions, focusing on reducing customer contact rates and driving continuous improvement across all areas of customer support and care.

Please send your CV. The salary will be dependent upon experience.