Head of Support

About the Client

Our client is a dynamic payment service provider offering a platform for global merchants to access local payment methods across Latin America, including PIX, Boleto, OXXO, SPEI, local wallets, and crypto-friendly options. They serve industries such as gaming, digital goods, fintech, and crypto, providing tailored solutions for these complex sectors.

Role Overview

As the Head of Support & Legal Counsel, you will have the exciting opportunity to lead and transform the end-to-end customer support function for a fully remote team. You will drive process improvements, optimize performance, and enhance customer satisfaction in a fast-paced fintech environment. This role offers the chance to make a significant impact on customer experience and retention through data-driven strategies and quality assurance initiatives.

Key Responsibilities

• Own and continuously improve the end-to-end customer support function (L1/L2/L3) and escalation routes.
• Build, optimize, and document support processes, workflows, and escalation procedures.
• Establish clear support levels, escalation paths, and handover procedures across internal teams.
• Develop and maintain an internal knowledge base, including support guidelines, response templates, and playbooks.
• Introduce and maintain quality assurance processes to ensure consistent and effective customer communication.
• Manage and optimize the support technology stack, including ticketing tools, automation, reporting, and data quality.
• Establish a data-driven approach to measuring the impact of support on customer experience and retention.
• Monitor key indicators such as response time, resolution time, customer retention, and escalation trends.
• Identify opportunities for proactive support and process improvements.
• Run and evaluate initiatives aimed at improving customer satisfaction, efficiency, and first-contact resolution.
• Build a structured reporting function for support operations and establish clear definitions and methodologies for support KPIs.
• Lead, develop, and scale the support team, taking ownership of hiring, onboarding, performance management, and employee development.

Requirements

• 3+ years of experience managing customer/support teams, with at least 1 year in a Lead position.
• Previous experience in FinTech, Payments, PSP, acquiring, payment technology, or another relevant financial services environment.
• Strong understanding of payment-related customer support and operational processes.
• Experience building or significantly improving support processes rather than only managing an established function.
• Strong analytical skills and experience working with support KPIs, dashboards, and reporting.
• Practical experience with ticketing, CRM, or customer support platforms, including workflow optimization and automation.
• Experience managing distributed teams across different time zones.
• Strong understanding of customer service operations, escalation management, and SLA frameworks.
• Languages: English (B2+ / Advanced)
• Experience in fintech

Key Soft Skills

• Strong ownership and accountability
• Data-driven and analytical mindset
• Excellent communication and stakeholder management
• Structured and process-oriented approach
• Strong leadership and team development skills

What We Offer

• Competitive salary aligned with experience
• Collaborative and transparent team culture
• High-impact role in a scaling fintech company
• Recognition of personal milestones and achievements
• Social benefits