Job Title - Head of Customer Services (FinTech)

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)...