№ 1028 · Fintech, payment solutions · Remote · Aligned to the Moscow time zone Archived
Head of Support at an international fintech company (B2B and B2C) — remote
Leading a support team of 25+ people and building the second line, metrics, SLAs and communication standards.
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About the company
An international fintech company, more than 10 years on the market of payment solutions for online businesses: e-wallets, internet acquiring, mass payouts, virtual cards, online banking. 300,000+ clients worldwide. A profitable business, growing on its own funds.
What you will do
- Take over operational management of a support team of 25+ people responsible for serving clients of the company's B2B and B2C products.
- Form the second line of support: define roles, permissions, escalation rules and hand-off of tasks to IT.
- Introduce metrics, SLAs and regular reporting on support performance.
- Build a clear KPI and bonus system for the team.
- Build the knowledge base, onboarding and product training: from step-by-step access to tickets to regular knowledge checks.
- Establish regular information exchange between support, product and technical teams: about releases, product changes, technical incidents, limitations on the providers' side and expected client requests.
- Set unified client communication standards: tone of voice, response templates, quality control and team development.
- Develop the team's competencies in working with the mass B2C segment.
- Assess existing support tools and propose improvements, including automation and AI solutions.
What matters
- Experience in fintech, payment services, acquiring, trading or affiliate / partner marketing.
- Understanding of international and currency payments: the specifics of SWIFT and SEPA transfers, virtual cards, Apple Pay and MCC.
- Experience managing a support team of 20–30 people or more.
- Experience building or deeply transforming support processes.
- Ability to build a system of metrics, SLAs, reporting and quality management.
- Experience creating a knowledge base, onboarding and training programs.
- Technical literacy: understanding of cloud and self-hosted solutions, payment data security requirements, a basic understanding of logs and the ability to work with development in substance.
- Knowledge of modern helpdesk systems, omnichannel support, bots and AI tools.
- English for confident written communication.
- Experience supporting B2C products.
- Experience managing a distributed, shift-based support team.
- Independence, a systematic and structured approach, and readiness to personally lead change in the team.
Terms
- Fully remote, aligned to the Moscow time zone.
- Flexible pay: in roubles, dollars or euros, depending on your location.
- Engagement: sole proprietor (IP), self-employed status or a contract with a foreign company, your choice.
- 13th salary.