Head of Customer Support

6 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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