Head of Customer Support

hace 6 días

Buenos Aires, Buenos Aires C.F., Argentina DolarApp A tiempo completo

About Us

We're a fast-growing fintech on a mission to redefine how Latin America manages its finances and this is your opportunity to be a crucial part of that transformation. Join a team of top talent from the world's leading fintech and tech companies, and help build a cross-border financial system that's modern, accessible, and built to scale.

What you'll be doing

  • You will build and lead our Customer Support function - your most important goal will be the happiness of our customers and excellent service delivered across all channels

  • You will define how the Customer Support function operates day-to-day: processes, metrics, hiring, communication with product teams, you will be involved in all of it

  • You will be the voice of the customer in our product discussions - your responsibility will be to bring up critical product improvements that can help our customers

  • You will get things done: beyond the scope of work and priorities, it is in the DNA of our company to do whatever it takes to win.

What you'll need

  • Fluency in English and Spanish is a must, Portuguese is a plus

  • At least 5 years of experience in Customer Support functions, experience as a CS Lead or Support Operations Lead

  • Problem Solving skills: you break problems apart until you find a root cause, you build a solution from first principles

  • Systems-mindset: you always think about a problem from a perspective of "how do I build a system or a process that solves it in a scalable and efficient way?"

  • You're data-driven in your decision-making, you have working experience with SQL (at the level of basic queries, you are not expected to be proficient with it) and data analytics tools

  • People management experience - you have had large (10+ people) teams reporting to you.

  • You will need to be based either in London, UK or in one of our LatAm locations - Mexico City, São Paulo, Bogota or Buenos Aires.

Benefits

  • Competitive salary and sign-on equity bonus

  • Discretionary performance equity bonus

  • Latest technology to work with

  • Strong team that will help you improve your skills

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