Jaka Lounge is supporting our client, a neobank that operates in an emerging market and whose mission is to economically empower millions by supporting business growth.
Their strategy is to build a full-stack financial services platform that includes multi-currency bank accounts, payments, FX, corporate credit cards, and payroll. As they scale their product and infrastructure, they are expanding their engineering team to ensure security, reliability, and operational excellence across all systems.
Key Responsibilities
- Oversee all customer-facing support channels and continuously refine processes to maximize efficiency (e.g., minimize time to first reply, replies per resolution, and effort per ticket).
- Systematize and organize support flows across products, user tiers, categories, and priorities to ensure scalable operations and prevent bottlenecks.
- Develop and enforce customer-first ticket scripts and procedures.
- Monitor overall customer satisfaction by collecting feedback, maintaining high ratings, and addressing issues proactively.
- Manage the support task board to effectively prioritize, assign, and track tickets, ensuring timely resolution and resource optimization.
- Establish and lead incident response processes.
- Provide backup on frontline and pre-purchase inquiries during peak periods.
- Maintain user-facing help resources to boost self-service and reduce support load.
- Update internal SOPs and playbooks to ensure consistency and excellence.
- Track and analyze support and community data to uncover trends, inform product enhancements, and recommend process improvements.
- Handle refund requests and escalations in line with policy, and partner with cross-functional teams to address root causes.
- Conduct regular quality reviews and performance audits, set and monitor KPIs, and identify opportunities for automation and optimization.
- Lead and coach the support team: design onboarding programs, deliver training and workshops, and conduct performance reviews.
- Collaborate with Product, Sales, and Marketing to translate customer insights into documentation updates, product roadmaps, and strategic initiatives.
Requirements
- Bachelor’s or Master’s degree.
- 2+ years of experience building and managing multi-channel support operations in a high-growth SaaS, WordPress or similar environment.
- Proven track record of establishing support metrics, dashboards, and continuous improvement initiatives.
- Strong process-design expertise: capable of architecting support systems, SOPs, and knowledge bases from scratch.
- Exceptional analytical skills: comfortable interpreting trends, identifying root causes, and recommending data-backed solutions.
- Demonstrated leadership in coaching teams, conducting performance reviews, and fostering a culture of ownership and excellence.
- Customer-centric mindset with a focus on efficiency, quality, and resilience under pressure.
- Nice to Have: experience with quality certifications (e.g., ISO, SOC) or developing in-product help ecosystems.
What You Can Expect
- A dynamic, entrepreneurial environment that values your input.
- Hybrid work flexibility and a strong focus on work/life balance.
- Professional growth opportunities.
- A supportive culture with an emphasis on wellbeing and continuous learning.
Sounds good? We look forward to hearing from you! Please send your CV and a brief cover note outlining your most relevant achievements.