Head of Customer Support in Paphos


Our client, a forward-thinking Fintech enterprise leading the charge in revolutionizing payment practices is actively seeking a Head of Customer Support.


  • Highly competitive salary package
  • Private Medical Insurance
  • Brand-new, spacious office located in Paphos, Cyprus
  • Access to an on-site gym for your fitness needs
  • Youthful and dynamic work environment
  • Team-building activities and cheerful happy hours
  • Continuous growth and career development

about the role


  • Team Leadership: Lead and inspire a team of customer support specialists, providing guidance, mentorship, and coaching to ensure high performance and professional development.
  • Strategy Development: Develop and implement strategic initiatives to optimize the customer support function, improve efficiency, and enhance the overall customer experience.
  • Process Improvement: Identify opportunities for process improvement and implement solutions to streamline workflows, increase productivity, and reduce response times.
  • Quality Assurance: Establish and maintain quality assurance standards and procedures to ensure consistent and high-quality service delivery across all customer interactions.
  • Customer Advocacy: Serve as the voice of the customer within the organization, advocating for customer needs and driving initiatives to address customer feedback and concerns.
  • Cross-functional Collaboration: Collaborate closely with other departments, including product development, sales, marketing, and customer success, to align customer support initiatives with company objectives and priorities.
  • Data Analysis: Utilize data analytics and customer feedback to track key performance metrics, identify trends, and generate insights to inform decision-making and drive continuous improvement.
  • Technology Utilization: Leverage technology and automation tools to enhance the efficiency and effectiveness of the customer support function, including the implementation of chatbots, knowledge bases, and self-service portals.
  • Training and Development: Develop and deliver training programs for customer support team members to ensure they have the knowledge, skills, and resources needed to excel in their roles.
  • Compliance and Regulatory Compliance: Ensure compliance with relevant regulations and industry standards governing customer support operations, including data privacy and security requirements.

basic information:


  • Bachelor’s degree in business administration, finance, or a related field (preferred).
  • Minimum of 5 years of hands-on experience in customer support management, preferably in the fintech industry.
  • Proven leadership and team management skills, with the ability to inspire and motivate team members to achieve their full potential.
  • Strong strategic thinking and problem-solving abilities, with a focus on continuous improvement and innovation.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
  • Proficiency in customer support software and tools, such as CRM systems, helpdesk platforms, and data analytics tools.
  • Knowledge of fintech products and services, as well as an understanding of industry trends and best practices.
  • Commitment to delivering exceptional customer service and a passion for driving customer success.

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