At a Glance
- Tasks: Lead global customer support, ensuring a premium experience for members across all channels.
- Company: A cutting-edge digital bank at the forefront of financial services and digital assets.
- Benefits: 100% remote work, competitive salary, and the chance to shape customer experiences.
- Other info: Work in a dynamic environment with opportunities for professional growth.
- Why this job: Join a senior leadership team and make a real impact in a growing industry.
- Qualifications: 15+ years in customer support, with experience in regulated financial services and digital assets.
The predicted salary is between 100000 - 130000 € per year.
Our client is a fully licensed digital bank operating at the frontier of financial services, where traditional private banking meets the world of digital assets. Regulated in a tier-one jurisdiction and serving a sophisticated global membership base, the business has genuinely differentiated: a bank designed from the ground up for clients who want security, structure, and trust of a regulated institution alongside meaningful exposure to the digital asset economy. The product suite is broad and growing — fiat accounts, institutional-grade digital asset custody, cards, lending, investment services, and yield products — all delivered through a slick, mobile-first platform that members actually enjoy using.
The digital asset industry is entering a new phase of legitimacy, and our client is one of the few players genuinely positioned to capture the high-net-worth and professional segment globally. The successful candidate will join a senior leadership team at a defining moment in the company's growth. The opportunity here is rare. 100% remote working anywhere in Europe timezone preferred.
The role:
- Own the global customer support function end-to-end across all channels
- Lead and scale a multi-region team in a 24/7 follow-the-sun model
- Define the support strategy in line with a premium, high-touch member experience
- Own KPIs across CSAT, NPS, response and resolution times, QA, and cost-to-serve
- Partner with Product, Engineering, Compliance, Risk, and Financial Crime to close the loop on member feedback
- Drive automation and AI-assisted support without compromising service quality
- Represent the voice of the member at the leadership table
What we're looking for:
- 15+ years in customer support / member services, with 5+ leading global teams
- Proven experience in a regulated financial services environment — private banking, wealth, fintech, or a regulated crypto platform
- Genuine working knowledge of the digital asset domain — custody, wallets, on-chain mechanics, stablecoins, KYC/AML in a crypto context
- Credible with both crypto-native members and traditional private banking clients
- Familiarity with the regulatory landscape for VASPs (MiCA, FATF Travel Rule, consumer protection)
- Data-driven leader, fluent in modern support stacks and AI tooling
- Excellent English; additional languages a plus
- Comfortable in a remote working environment
Global Head of Customer Support - 100% Remote. Europe in London employer: Tallentire
Our client is an exceptional employer, offering a unique opportunity to lead the global customer support function in a pioneering digital bank that merges traditional banking with the digital asset economy. With a fully remote working model across Europe, employees benefit from a flexible work culture, competitive compensation, and the chance to be part of a rapidly growing industry that values innovation and member experience. The company fosters professional growth through collaboration with senior leadership and cross-functional teams, ensuring that every team member can contribute to shaping the future of financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Customer Support - 100% Remote. Europe in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the fintech and digital asset space. Attend virtual meetups or webinars to get your name out there and show off your expertise. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products and services, especially in customer support. Tailor your answers to reflect how your experience aligns with their mission of providing a premium member experience.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've successfully led global teams and improved customer satisfaction metrics in previous roles. Use specific examples that highlight your data-driven approach and ability to drive automation without losing quality.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make this happen!
We think you need these skills to ace Global Head of Customer Support - 100% Remote. Europe in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Global Head of Customer Support. Highlight your experience in customer support and any leadership roles you've held, especially in regulated financial services. We want to see how your background aligns with our mission!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer support and how you can enhance the member experience. Don't forget to mention your knowledge of digital assets and how it relates to the role.
Showcase Your Achievements:When detailing your experience, focus on specific achievements and metrics. Did you improve CSAT scores or reduce response times? We love numbers that demonstrate your impact, so make sure to include them!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get the best experience possible. Plus, we can't wait to see what you bring to the table!
How to prepare for a job interview at Tallentire
✨Know Your Stuff
Make sure you brush up on your knowledge of the digital asset domain. Understand key concepts like custody, wallets, and KYC/AML regulations. This will not only show your expertise but also demonstrate your genuine interest in the industry.
✨Showcase Leadership Experience
Prepare to discuss your experience leading global teams, especially in a regulated financial services environment. Have specific examples ready that highlight your ability to scale teams and improve customer support metrics like CSAT and NPS.
✨Emphasise Collaboration Skills
Since the role involves partnering with various departments, be ready to talk about how you've successfully collaborated with Product, Engineering, and Compliance teams in the past. Highlight any initiatives where you closed the loop on member feedback.
✨Be Data-Driven
Familiarise yourself with modern support stacks and AI tooling. Be prepared to discuss how you've used data to drive decisions in customer support. This will show that you're not just about providing service but also about optimising it.
