Head of Customer Support
5 days ago
Head of Customer Support – B2Prime
Location: Cyprus
Language: English (C1-C2)
Preferable from Fintech industry ONLY
Responsibilities
- Build & Scale a Support Team
- Establish support structure with a long-term vision for team expansion.
- Recruit, train, and manage future support agents.
- 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.
- Ticketing System Management (ZenDesk)
- Configure ZenDesk to manage customer inquiries efficiently.
- Define workflows and reporting.
- 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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