Head of Customer Support (Temporary role)

Simplex is a rapidly growing startup company, combining three top-notch fields: FinTech, Fraud prevention and Cryptocurrency. We enable merchants worldwide to accept diverse payment methods and mitigate fraud risk for our partners. We are looking for Head of Customer Support, who will lead a global department of Customer support specialists: tier1 and tier2 levels. As a Head of Customer Support in Vilnius, you will be responsible for the recruiting, efficiency and quality of the support team as well as acting as the escalation point for the team members for all support matters. You will work closely with the Operations Manager in Vilnius as well as the VP of Customer success in Simplex HQ (Tel Aviv). You will need to be a great communicator and know how to bring the best out of people. You will be a "trainer/teacher" by nature, and also be highly organized. Most of all, you will be passionate about service and continuously strive to lead by example to ensure that our customers receive world-class service and a superb experience. The position is temporary for a period of one year, with an option to extend an additional year. What your daily tasks would look like: - Lead E2E global support teams for our worldwide customers and partners over simultaneous platforms: chat and email - Promote a culture of high performance, embedding customer-related performance standards and ensuring key performance targets are achieved - Manage escalations and social media channels and work closely with our Sales, Marketing, Product, and Engineering teams - Formulate strategies, policies and procedures and implement them with the help of Support Leads - Continuously analyze and improve our internal and cross-functional workflows, ensure efficiency in all areas of Support - Work in partnership with other departments to develop and implement a customer service approach, standards and SLA's across the business - Lead the launch of new services and ensure smooth service transition and continuous service improvements within direct areas of responsibility

- At least 4-5 years of experience providing customer services leadership and embedding a customer-focused culture for high-tech companies
- Experience of leading diverse and multi-disciplinary teams and/or managing 24/7 services
- Excellent English, both in written and oral form
- Ability to understand technical and functional issues, as well as their impact on our customers and partners
- Critical thinking – be creative and adaptable to solve customer's challenges/needs
- Excellent communication skills, accurate and goal oriented
- Previous experience in FinTech, Banking or Crypto market is an advantage

- Being a part of exciting and challenging FinTech startup
- Office perks and company events (work hard - party harder!)
- Space for personal professional improvements
- Cool office at Vilnius TechPark and more!