Head of Support

Job Description

Department: Customer Support

Job Purpose

Were seeking an inspiring and high-performingHead of Customer Supportto lead and elevate our fast-paced, digital-first support team. This is a unique opportunity to build and scale a world-class operation acrossZendesk, Discord, and live chat, supporting thousands of daily interactions.

If you have a background in trading or a deep passion for it, youll understand the urgency, precision, and empathy our clients expect. Youll be at the heart of creating seamless support experiences that anticipate needs and deliver answers before questions arise.

This role is about more than managing tickets its about:

• Designing resilient, scalable systems
• Developing and empowering a talented team
• Championing a culture of excellence and care

Youll play a pivotal role in shaping how we support our community and ensure every client feels confident, heard, and valued.

Objectives of the Role

As our Head of Customer Support, youll be the driving force behind a support experience thats fast, thoughtful, and trusted by our trading community. Youll lead with empathy, precision, and a passion for building systems that scale all while empowering your team to deliver exceptional service every day.

• Lead and manage all support operationsacross Zendesk, Discord, and live chat, ensuring over 1,000 daily tickets are resolved quickly and consistently.
• Refine and champion a fully ticket-based support model, creating a streamlined, no-phone experience that prioritizes clarity and speed.
• Take ownership of real-time Discord monitoring, responding to trader issues with transparency and urgency.
• Design proactive systemsto identify and address social media complaints before they escalate, protecting our brand and community trust.
• Maintain strict SLA standards, ensuring every ticket receives a timely response and a clear path to resolution within 24 hours.
• Run weekly training sessionsto keep the team sharp covering tools, systems, promotions, and the human side of support.
• Turn support data into strategic insights, using ticket trends to recommend improvements to our CRM and backend tools.
• Collaborate with marketingto monitor and respond to Trustpilot reviews and public feedback, reinforcing our commitment to excellence.
• Promote referral-worthy experiences, driving 5-star feedback and organic community growth.
• Integrate smart automation tools, leveraging AI to tag tickets, detect patterns, and surface recurring issues for faster resolution.

You

• You bring proven experiencein a senior support role, handling high ticket volumes (1,000+ daily) with consistency and calm.
• You have hands-on knowledge or a strong passion for trading, and you understand the urgency, tone, and trust traders expect.
• Youre fluent in tools like Zendesk, Discord, Intercom, and live chat platforms and you know how to get the best out of them.
• Youre familiar with trading platforms like MT5, cTrader, TradingView, or similar, and can speak the language of our users.
• Youre confident leading teams, building scalable systems, enforcing SLAs, and driving continuous improvement.
• Youre an excellent communicator, able to navigate fast-moving situations with clarity, empathy, and professionalism.
• You have a data-driven mindset, turning customer feedback into actionable insights for product and tech teams.

Nice to Have

Experience implementing AI or automation toolsto enhance support workflows.

Prior work in fintech, crypto, or trading start ups, where speed and precision are key.

Familiarity with customer sentiment toolslike Trustpilot or social listening platforms.