Head of Customer Support

A growing AI-led business in the financial crime space is looking for someone to take ownership of its customer support function and shape how clients are supported as the company scales. The product is complex, the clients are demanding, and the expectation is high, so this needs someone who can build a team and a structure that keeps pace.

The Role

You’ll be responsible for building and leading the customer support function, ensuring clients receive a consistent, high-quality experience. That means setting the strategy, putting the right processes in place, and developing a team that can support a global client base effectively.

You’ll also work closely with product and engineering, making sure customer feedback is fed back into how the platform evolves.

Key Responsibilities

• Develop and implement a customer support strategy aligned to business goals

• Build, lead, and develop a high-performing support team

• Design and deliver training programmes to ensure strong product and service knowledge

• Establish and track key metrics (e.g. NPS, response times, resolution rates)

• Identify areas for improvement and implement changes to enhance customer experience

• Work closely with Product and Engineering to share feedback and influence development

• Provide regular reporting to senior leadership on performance and insights

• Collaborate with other teams to ensure a seamless end-to-end customer journey

• Identify opportunities to support revenue growth through upsell and cross-sell

Experience Required

• 7+ years’ experience in customer support, including 3+ years in a leadership role

• Experience building and scaling customer support teams

• Strong understanding of support frameworks and methodologies (e.g. ITIL)

• Experience implementing and working with support tools (e.g. ServiceNow or similar)

• Proven ability to define and improve KPIs, including NPS and service performance metrics

• Strong communication and stakeholder management skills

• Analytical mindset, with the ability to identify trends and drive improvements

• Experience working in fast-paced, international environments

• Fluent English (additional languages, particularly Spanish, are beneficial)

Highly desirable:

• Experience within cybersecurity, fraud, or AML environments