Director of Customer Support

Summary

Join Moniepoint Group, a fast-growing fintech company, as their Director of Customer Support. You will build and scale a world-class customer support organization from the ground up for their new global multi-currency account product. This role involves managing a growing team, implementing support tools, and ensuring high-quality customer experiences across multiple channels. The position requires significant experience leading customer support teams in fintech, particularly in scaling remote teams across global markets. The role is based in London (hybrid) with some required travel to Nigeria. Moniepoint offers a competitive salary, bonus, pension, health insurance, and 25 days of annual leave.

Requirements

• 5+ years of experience leading customer support teams within consumer fintech. Start up / scale-up experience is an absolute must have
• Proven experience managing remote teams, particularly across global or emerging markets. You must have experience managing leads, and managing a team of at least 10 agents in the past
• Demonstrated ability to build and scale customer support functions from scratch, including selecting and implementing necessary tools and systems
• Familiarity with support infrastructure like Zendesk and other ticketing systems
• Hands-on leadership style with a focus on empathy, collaboration, and developing team capabilities
• Willingness to travel frequently to meet with team members and support the development of on-site capabilities as needed
• Culture fit - someone who embodies our values of grit, no ego, technical depth, curiosity, and passion

Responsibilities

• Build a high-performing customer support function from the ground up, overseeing tools, processes, and performance metrics
• Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale
• Implement and optimize support tools such as Zendesk to improve ticketing, response times, and overall service quality
• Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months
• Regularly conduct training sessions to upskill team members and maintain high performance across all channels
• Collaborate with cross-functional teams to align customer support initiatives with broader product and business goals
• Establish and maintain industry-leading SLAs
• Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs
• Travelling quarterly (for weeks at a time, if necessary) to conduct team trainings and to spend time on the ground with your organization

Benefits

• Attractive salary
• Monthly bonus
• Pension
• Health insurance
• 25 days of annual leave