Job Description

We are seeking an experienced and strategic Head of Customer Support to lead our customer service team. This leadership role involves overseeing the setup and optimization of support channels, managing processes, and developing an information base to ensure exceptional customer experiences. You will play a key role in shaping our customer support strategy and building a team aligned with our business goals.

Responsibilities

• Configure and oversee support teams, work shifts, and SLA metrics.
• Ensure seamless access for support teams to all channels, admin panels, and CRM systems.
• Establish an email support line with access to email or CRM systems.
• Supervise the development and localization of email support templates.
• Oversee the implementation and configuration of a chat solution with a chatbot.
• Lead the creation and localization of response templates.
• Ensure quick responses and FAQ sections are effectively configured in the chat.
• Lead the creation and localization of response templates.
• Establish an email support line with access to email or CRM systems.
• Manage reviews and feedback on platforms such as Trustpilot and ForexPeaceArmy.
• Develop and maintain processes for handling payment delays and trading disputes.Establish and manage a partner support process, including partner changes, removals, and assistance with commission inquiries.

Requirements

• At least 5 years of experience in customer support, including 2+ years in a leadership role, preferably in fintech or online trading.
• Proven expertise in setting up and managing multi-channel support operations.
• Strong experience with CRM systems, chatbot implementation, and review management platforms.
• Exceptional leadership and team management skills.
• Analytical mindset with the ability to optimize processes and improve efficiency.
• Advanced English proficiency (C1 or higher) with excellent verbal and written communication skills.

Benefits

• Competitive and attractive compensation
• Hybrid work schedule
• Working permit for non-EU
• Proper rest time of 24 annual leave days
• Challenging and unique tasks in the FinTech field
• Funding for gym memberships, fostering a healthy work-life balance

Interview Stages

1. Interview with Recruiter (30 minutes)
2. Behavioural Interview with HR (30 minutes)
3. Technical Interview with COO (1.5 hour)

About Quantango

Quantango is a technology company of like-minded people who are seeking to change the way the world trades. After spending more than 15 years in trading and brokerage, we asked ourselves a question: Why is everything so regular? So we decided to create revolutionary tools that break down barriers in trading worldwide. With passion as our guide, we venture into uncharted territory, exploring new frontiers, challenging norms, and pushing boundaries further than ever before.

Our vision is to have a journey to reinvent trading mechanics and to offer unlimited trading perspectives. We want people to trade cross-asset, cross-market, and even cross-event!

We seek companions who are:

• Passionate about working in finance
• Ambitious to do great things
• Attentive to the very detail of the subject
• Bold enough to build different
• Enthusiastic along the way
• Ready to make a lasting impact

Sounds like you? Join the Quantango Team!

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