Head of Customer Support

Join forces with FINCI, the proud recipient of the prestigious Lithuanian Fintech Innovation Award 2023. As an Electronic Money Institution (EMI) regulated by the Central Bank of Lithuania, we're transforming the financial landscape.

What sets FINCI apart? Powerful partnerships! Collaborating with global giants like Ripple, Temenos, and Mastercard, we bring our partners unparalleled advantages.

With a presence across 29 EEA countries, FINCI offer a wide range of financial services to individuals and businesses. Experience the convenience of multi-currency IBAN accounts and enjoy near-instant, blockchain-powered international transfers.

At FINCI, we provide multi-currency payments in Euros, GBP, PLN, and USD, powered by the next-generation Temenos Payments platform.

But what truly sets FINCI apart? Our extensive correspondent bank network with credit institutions across the EU and beyond. We also offer a BIN sponsorship/Co-branded Programme, catering to partners including crypto exchange companies.

We are currently looking for Head of Customer Support for FINCI team in the Riga office.

Your responsibilities will include:

• Develop the policies and procedures of the Customer Service Department;
• Define the goals and strategy of the Customer Service Department;
• Build the Customer Service Department team, lead and train it;
• Manage the customer service process – identify and propose possible improvements to existing procedures;
• Use quantitative and qualitative analysis to promote operational excellence in customer engagement areas;
• Categorize daily incidents, setting team and personal priorities;
• Develop the Customer Service Department's KPIs – implement and maintain continuous measurement;
• Provide excellent phone and email support, understand each customer's needs and find the right solutions;
• Participate in customer retention and in the process of attracting new customers;
• Ensure that clients and partners are informed about FINCI news, marketing activities, and other changes.

Your profile:

• 2-3 years of customer support team management;
• Knowledge of Fintech and Payment industry, IT solutions, client support procedures;
• Excellent spoken and written knowledge of English. Any other language will be considered as advantage;
• Excellent analytical and problem-solving skills;
• Attention to details & willingness to work in a dynamic environment;
• Hands-on and can-do attitude.

We offer:

• Development opportunities and experience in an innovative IT/Finance sector with possibility to grow in international environment;
• Medical insurance with excellent coverage including dentistry;
• A collaborative workplace built on trust, respect and transparency;
• Co-workers who are passionate about their business.