Head of Customer Services (Fin Tech)

Job Title - Head of Customer Services (Fin Tech)

About the Role

We are seeking an experienced and customer-focused leader to head the Customer Service division for a fast-growing FinTech organisation. The Head of Customer Service will be responsible for developing and executing customer experience strategies, leading multi-channel support operations, and driving service excellence across digital payment products and platforms.

This role requires a strategic thinker who can balance operational efficiency with a deep commitment to customer satisfaction and regulatory compliance within the financial technology ecosystem.

Key Responsibilities

Leadership & Strategy:

Define and implement the overall customer service vision, mission, and strategy aligned with business goals.

Build and scale customer support operations across multiple channels (chat, email, voice, in-app, social).

Develop KPIs and service-level standards (SLAs) to measure and continuously improve team performance.

Operational Management:

Oversee day-to-day operations of customer support teams, ensuring timely and accurate responses to inquiries, complaints, and service requests.

Implement technology-driven tools such as CRM, chatbots, and ticketing systems to enhance efficiency.

Collaborate with IT, Product, and Compliance teams to resolve systemic issues impacting the customer experience.

Customer Experience:

Champion customer-centric culture across all departments; ensure user feedback is systematically captured, analysed, and acted upon.

Design and monitor customer journeys, identify pain points, and drive continuous process improvements.

Manage critical customer escalations and ensure root-cause resolution.

People & Performance:

Recruit, train, and develop a high-performing customer service team.

Provide leadership, mentorship, and coaching to supervisors and agents.

Establish reward and recognition programs to boost engagement and retention.

Compliance & Quality:

Ensure all customer interactions meet compliance standards (e.g., data protection, AML/KYC obligations, regulatory communication).

Maintain accurate records of complaints and resolutions for audit and regulatory review.

Regularly audit service quality to ensure consistency and compliance with FinTech best practices.

Collaboration & Reporting:

Work closely with Product, Technology, Risk, and Operations teams to improve processes and user experience.

Prepare regular performance and trend reports for senior management, with actionable recommendations.

Qualifications & Experience

Bachelors degree in Business Administration, Finance, or a related field (Masters preferred).

Minimum 812 years experience in customer service leadership within FinTech, payments, banking, or financial services industries.

Proven experience managing large customer support teams and scaling operations in a digital-first environment.

Strong knowledge of digital payments, e-wallets, transaction disputes, chargebacks, and KYC processes.

Excellent communication, leadership, and problem-solving skills.

Experience with CRM and ticketing platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.

Data-driven mindset with proficiency in performance analytics and dashboarding.

Fluency in English; Arabic or other languages are an advantage.

Key Competencies & Behaviours

Strategic and analytical thinker with a passion for customer advocacy.

Empathetic and service-oriented, with strong conflict resolution abilities.

Technologically savvy, with understanding of digital user journeys and FinTech operations.

Collaborative and persuasive communicator across teams and leadership levels.

Resilient and adaptable, capable of leading teams in a fast-paced, high-growth environment.

What We Offer

Competitive compensation and performance-based incentives.

Opportunity to lead the customer experience strategy for a dynamic and innovative FinTech company.

Exposure to cutting-edge digital payment technologies and global best practices.

Collaborative, inclusive, and high-performance culture.

Apply now!