Description

You will build, lead, and scale a specialized customer support operation for complex financial products and professional clients. You'll directly manage an initial team, design processes and escalation flows, and use data to improve service metrics like SLAs and CSAT.

Requirements

• Experience managing customer support or operations teams with direct ownership of service metrics
• Experience building or scaling support operations in high-growth environments
• Proven track record managing operational KPIs such as CSAT, FCR, AHT, SLA, and resolution quality
• Experience supporting complex products or professional clients in fintech or similar industries
• Strong data literacy: comfortable with Excel/Google Sheets and dashboards

Responsibilities

• Own day-to-day performance of customer care operation, ensuring SLAs, CSAT, AHT, and resolution quality
• Directly manage initial team of agents, handling escalations and performance management
• Design operational processes: shift structures, escalation flows, workload distribution
• Monitor service quality, identify recurring issues, coordinate with internal teams
• Translate customer and agent feedback into actionable insights for product teams