Head of Customer Service

Robert Half is working with a fast-growing Series A fintech building the financial infrastructure for emerging markets trade to hire a Head of Customer ServiceTheir platform makes it faster, cheaper and more transparent for businesses to pay their international suppliers, helping companies across Africa, Latin America and the Middle East. Backed by tier-1 venture investors and angels from some of the best-known names in fintech, and are scaling fast. This is a genuinely high-impact environment for someone who wants to build.They are looking for a Head of Customer Service to own the quality of every customer interaction and build the team, systems and processes that let customer service scale as the business grows.The roleReporting to the Head of Operations, you will lead the Customer Service function and be the internal voice of the customer, holding the wider business to a high standard. This is a hands-on leadership role at the intersection of operations, customer experience and process design.What you will doLead, coach and develop the Customer Service team, scaling across markets and time zonesBe the internal champion of customers, translating recurring pain points into prioritised asks for compliance, sales, product and engineering, and driving them to resolutionOwn customer service KPIs end to endDefine what good looks like across written communication, tone, clarity and resolution qualityAct as the escalation point for the most sensitive customer situationsLead the ..... full job details .....