Head of Customer Support (SaaS/Capital markets)
About This Role
We are working with a growing technology company operating within the financial services space, providing SaaS solutions to institutional clients globally. Their products support areas such as trading infrastructure, risk management, connectivity, and operational workflows.
Key Responsibilities
- Establish clear processes, escalation paths, SLAs, and incident management procedures
- Improve collaboration between Support, Product, Engineering, and Infrastructure teams
- Introduce and improve support tooling, automation, monitoring, and reporting
- Build and optimize a scalable multi-level support structure (L1 to L3)
- Develop knowledge bases, SOPs, training materials, and internal documentation
- Drive KPI tracking and performance improvements across response times, resolution quality, and client satisfaction
- Manage critical client escalations and support strategic client relationships
- Lead, mentor, and develop the existing support team while improving accountability and operational standards
- Support the transition from reactive to proactive client support operations
Requirements
- 9+ years of experience within Customer Support / Client Services / Support Operations
- Previous experience within SaaS, fintech, trading technology, brokerage, or capital markets environments
- Strong understanding of support operations, incident management, workflows, and service delivery
- Experience scaling teams and implementing structured operational processes
- Familiarity with trading platforms, liquidity/execution workflows, market data, or related financial systems is highly beneficial
- Strong leadership, communication, and stakeholder management skills
- Comfortable operating within fast-paced and evolving environments
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