Head of Customer Support

5 days ago


Dubai, Dubai, United Arab Emirates B2BROKER Full time

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.
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