Head of Customer Services; Fin Tech

Overview

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 Fin Tech 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.

• 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 Fin Tech 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.

• Bachelors degree in Business Administration, Finance, or a related field (Masters preferred).
• Minimum 812 years experience in customer service leadership within Fin Tech, 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.

• 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 Fin Tech operations.
• Collaborative and persuasive communicator across teams and leadership levels.
• Resilient and adaptable, capable of leading teams in a fast-paced, high-growth environment.

• Competitive compensation and performance-based incentives.
• Opportunity to lead the customer experience strategy for a dynamic and innovative Fin Tech company.
• Exposure to cutting-edge digital payment technologies and global best practices.
• Collaborative, inclusive, and high-performance culture.

Apply now!