Head of Customer Support (FinTech)

About the role

This newly created senior position will build and transform a centralised customer support function for a fast‑growing FinTech platform. The role focuses on reducing cost‑to‑serve, elevating the customer experience, and feeding insights back to product teams while championing a digital‑first and AI‑enabled support strategy.

Key responsibilities

• Design, launch and continuously improve a centralised support organisation across multiple products.
• Own the service platform and all customer engagement channels, turning support into a growth and retention lever.
• Drive digital transformation initiatives and AI adoption within the support function.
• Prioritise commercial outcomes, reducing cost‑to‑serve while maximising customer value.
• Collaborate with senior stakeholders across product, engineering, and executive teams.
• Travel to other office locations as required.

Required profile

• Proven track record leading large‑scale customer support operations across multiple products or business lines.
• Experience building and transforming a support function, not just managing an existing team.
• Ability to lead digital transformation and AI enablement initiatives.
• Strong commercial focus with a focus on cost‑to‑serve and customer value.
• Background in software, FinTech, or payments is highly desirable.
• Excellent stakeholder management skills, working with senior executives.

Required skills

What we offer

• Salary range £100,000 – £130,000 per year plus approximately 10% bonus.
• Hybrid working model – 2‑3 days per week in the London office.
• Opportunities to shape a critical function and influence product strategy.
• Travel to other office locations.