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Head of Community Support

Information About This Job

Job Title: Head of Community Support
Contract Type: Permanent
Location: London
Salary: Competitive + benefits
Contact Name: Max Heppleston
Contact Email:
Job Published: about 1 year ago

Job Description

An innovative fintech firm is currently seeking a Head of Community Support to join their new London based office to support the efficiency and standards of Customer Services through timely, professional, and ‘on brand’ communications, to drive customer satisfaction and retention.

The Head of Community Support will create accurate administrative digital filing systems and liaise internally to resolve all customer queries, following each query through to a satisfactory conclusion to the standards required.

This leadership role requires a continuous improvement approach which nurtures a culture of service that goes beyond the basic requirements of the organization's stated processes and procedures, measuring success as taking care of the needs of the customer.


About The Company

The client is an innovative fintech company headquartered, Switzerland, decentralised to the world. It is one of the first crypto-wealth management platform based on the blockchain, developed by a team of financial experts. By utilizing the community-centric approach, the firm aims to revolutionise investment in crypto assets. Having offices, both in Japan and in Canada, soon, the company will be expanding its operation to other countries and continents.


Key Responsibilities

  • Drive a culture that puts the customer at the heart of the service experience and continual improvement of the customer service experience.

  • Handle escalated customer service issues through emails, chat and phone.

  • Recruit and train an entire team and make sure that 24/7 is maintained.

  • Manage to implement Zendesk, intercom or other customer support software.

  • Analyse customer service statistics, and other website data, to determine gaps in the level of customer service organization is providing and where the service can be improved.

  • Review shopping patterns regularly and suggest experience improvements for customers.

  • Focus on the continual improvement of the customer service experience.

  • Share deep-dive root cause analysis of reasons for customer dissatisfaction and drive

  • discussions around appropriate improvement activity e.g. build and product (spec) quality, remediation effectiveness, and customer management.

  • Regular review of customer issues resolution to ensure timely and quality handling, to drive improved customer satisfaction and reduce escalated complaints due to poor service.


Skills & Experience

  • Excellent communication skills, written and verbal

  • Great project manager and leader

  • Well presented, polite and tactful with a good telephone manner

  • A strong administrator with accuracy and attention to detail

  • Organization, planning and prioritizing – good time management

  • Proactive and shows initiative – a self-starter

  • An interest and understanding of fashion and brand retail

  • A good level of IT skills- Excel, Word and Outlook

  • Knowledge of intercom and Zendesk is a plus

  • Relevant experience in a company operating at a similar level


Company Benefits

  • Freedom to create, build the brand and the company you always dreamed of;

  • Handsome bonus based on the firm’s meritocratic system.

  • It’s your opportunity to step up and grow superfast, and work with an amazing decentralized team of experts in crypto, investments, coding, AI, psychology, and business;

  • Excellent package; fast progress.

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