Own and drive the end-to-end customer experience strategy across our support operations, with a specific focus on payment-related use cases, complex account issues, and platform adoption. * Bonus: experience contributing to quality assurance frameworks, internal training, or scaling support operations across multiple markets or teams * Lead process improvement initiatives that enhance service quality, reduce resolution times, and improve team efficiency—leveraging your deep fintech/SaaS support experience and strong understanding of customer behaviour in high-growth environments. * Define and standardise service workflows, owning documentation in Notion, managing support tasks and handoffs in Jira, and optimising ticketing and CRM flows in HubSpot. * Support operational readiness for international market expansion, ensuring our processes, communications, and team structure ...
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