Head of Costumer Support

The company is a Fintech company smack in the middle of generation payments and Open Banking. They offer an account-to-account payment solution to companies that want an easy and quick way to offer incoming and outgoing bank payments for their users.

About the Role

In the position as Head of Customer Support you will lead and have the overall responsibility for the Customer Support Team. The support team's work largely consists of handling tickets from their merchant (i.e., the customers) as well as end users with different questions they have, for example regarding a specific transaction or their account. 

As Head of Customer Support, you will lead the direction to the entire Customer Support function on a global lever and set clear directions and goals. This entails a responsibility of building the team on a global level as well as the challenges of having customers in different time zones and languages. Furthermore, you will provide clear priorities and ensure the team is adequately manned and that the support functions activities deliver measurable and significant value to the business and meet customer targets and expectations. 

You will handle and be responsible for the day-to-day processes of the team and for what tasks need to be prioritized and performed during the day, as well as assisting in more difficult support matters. 

 

Main tasks and responsibilities:
Leading the support team and developing the vision, goals, objectives, and priorities for the department
Supporting and ensuring the skill set is available to deliver upon the set strategy
Using data to continuously improve decision making and customers’ self-serve journeys, optimizing for an effortless and personalized experience
Optimizing the support experience with direct communication and discussion with internal stakeholders
Working cross-functionally with Product, engineering, and sales teams to help improve the self-service experience
Using data to help communicate the value of different strategies. What tasks that needs to be prioritized and performed during the day, assist in more difficult support matters


Who are we looking for?

Several years of working experience in a similar position, preferably working as a Customer Support Manager for a business within a fast-paced, competitive & global environment
Experienced within payments and banking/fintech area
Excellent Excel skills & technological acumen
Leadership and team management skills 
Enjoy providing first-class service both internally and externally 
Customer Journey mapping and automated conversational design
Understanding, designing, and optimizing customer journeys to provide an efficient, automated customer experience
Comfortable in making data-informed decisions -experimentation, data analysis, defining success metrics


We are looking for a curious and service minded colleague with several years experience within a similar position. You are also an easy learner and welcome changes which is important since we always strive to be better and come up with new and better ways to solve problems. You are a great communicator, bringing clarity to projects, defining clear goals and success criteria. You are also comfortable working in an agile environment to make sure lessons learnt are incorporated into our way of working.

More information

Start: according to agreement
The contract: 4-6 months, with the possibility of extension.
The Office: Central Stockholm
Extent: Full time, 100% flexible working hours, able to sometimes work outside office hours.


Are you interested in this role?

If you are interested in the position, we recommend that you send in your application as soon as possible, as selection takes place continuously. Note that we do not accept applications via email due to GDPR regulations, therefore apply via the link in the ad. If, however, you have questions or concerns about the service, please contact Parisa Meidanipour at parisa.meidanipour@novare.se.