Position Level:
Senior/Head of Department role
Reports directly to C-level management

Location & Work Format:
Fully remote position.
Cyprus-based candidates are highly preferred
GMT +3 to GMT +5 timezone

About Company

The company is a liquidity and technology provider of solutions for the crypto and foreign exchange (FX) industry. It specializes in B2B services and products, catering to a wide range of clients including large licensed brokers, crypto exchanges, crypto brokers, forex brokers, hedge and crypto funds, and professional managers.

Job Role 

As  Head of Support Department, you will be responsible for building and scaling our customer support operations to deliver exceptional service experiences. You will oversee all aspects of customer support, from team development and ticketing system management to self-service solutions and AI chatbot implementation. Your role will be crucial in establishing and maintaining high-quality support standards across all channels.

Key Responsibilities:

1. Team Building & Development

• Establish support structure with a long-term vision for team expansion.
• Recruit, train, and manage support agents.
• Create and implement comprehensive training programs.
• Foster a culture of continuous improvement and customer excellence.

1. Customer Support Operations

• Act as the primary escalation point for complex client issues.
• Define and monitor support team KPIs and metrics.
• Collect and analyze customer feedback for service improvement.
• Ensure consistent service quality across all support channels.

1. Technical Systems Management

• Configure and optimize ZenDesk for efficient customer inquiry management.
• Define and implement support workflows and automation.
• Establish comprehensive reporting systems.
• Integrate ticketing system with other operational tools.

1. Knowledge Management & Self-Service

• Develop and maintain comprehensive Help Center documentation.
• Implement and optimize AI chatbot solutions.
• Create and maintain customer communication channels.
• Monitor and improve self-service effectiveness.

Key Performance Indicators:

Individual KPIs:

• Team performance metrics.
• Customer satisfaction rates.
• Documentation quality and coverage.
• Process improvement initiatives.
• Escalation resolution time.

Team/Department KPIs:

• First response time.
• Resolution time.
• Customer satisfaction score.
• Self-service adoption rate.
• Team productivity metrics.

Required Skills and Experience:

• 4+ years of experience in customer support within financial services (B2C).
• Proven experience with ticketing systems, preferably ZenDesk.
• Demonstrated expertise in AI Chatbot implementation and knowledge base management.
• Strong leadership and organizational abilities.
• Excellent communication skills.
• Fluent English (C1 level required).
• Additional languages are a significant advantage.
• Experience in process optimization and team scaling.
• Strong analytical and problem-solving skills.

Location Requirements:

• GMT +4 (±1 hour) timezone.
• Preferably based in Cyprus.
• Remote work possible from eligible countries.