IT​/Tech Head, Technical Support

120, USD Annual + Equity Plan

Trustyfy is a global tech company building the first DeFi bank for companies and individuals.

For the first time in history since the invention of banking, customers – not banks – can have full ownership of their money.

Thanks to our proprietary multi-signature and decentralized technology, companies can work internationally with no risk of payment delays, and at a fraction of the cost of legacy banks.

Workers can remit funds to their loved ones at almost no cost.

And two billion unbanked can become financially independent.

We are not just building the future of finance. We can make a real difference.

We have validated the vision and secured the capital from both recurring revenues and a seed round. Now, we are leveling up our leadership.

As Head of Support, you will own the vision, strategy, and execution of world‑class customer support for our users. You will build and scale high‑performing teams, implement best‑in‑class support processes, and collaborate closely with Product, Operations, and Marketing to advocate for the customer voice.

• Lead and scale the global support organization, defining structure, roles, KPIs and staffing models.
• Develop and execute a support strategy that balances speed, quality, and cost‑efficiency.
• Champion customer experience excellence across all channels (in‑app, chat, email, social, voice).
• Foster cross‑functional alignment with Product, Engineering, Trust & Safety, and Operations to resolve systemic issues and improve customer satisfaction.
• Implement quality assurance frameworks, service level agreements (SLAs), and metrics that drive continuous improvement.
• Build scalable documentation, playbooks, and training programs to support rapid team growth.
• Establish escalation procedures and own major incident communications and response.
• Lead workforce planning, forecasting, budgeting, and headcount management for support.
• Represent customer insights and trends to executive leadership to inform product and operational decisions.

• 7+ years in customer support leadership, ideally within fintech or neobanking.
• Demonstrated success scaling support teams through high growth.
• Deep expertise in support technologies (helpdesk platforms, ticketing systems, automation, bots).
• Strategic thinker with strong analytical skills and data‑driven decision making.
• Exceptional communicator and people leader with a passion for coaching and developing talent.
• Strong experience partnering with cross‑functional teams in a fast‑paced environment.
• Experience in global support operations, including remote and distributed teams.
• Fluency in English; additional languages are a plus.
• Support for relocation, visa, housing, and health insurance if required.