At a Glance
- Tasks: Lead and scale the Customer Operations team to enhance customer experience.
- Company: Fast-growing fintech revolutionising global trade across emerging markets.
- Benefits: Competitive salary, equity options, and a dynamic work environment.
- Other info: Join a rapidly expanding team with opportunities for international growth.
- Why this job: Be the voice of the customer and drive impactful change in a mission-driven company.
- Qualifications: Fluent in French and English with 7+ years in customer service roles.
The predicted salary is between 70000 - 90000 £ per year.
My client, a fast-growing fintech is building the financial infrastructure to support global trade across emerging markets. Their platform enables businesses to pay international suppliers more efficiently, helping companies scale across developing regions. They are looking for a fluent French and English-speaking Head of Customer Service to lead and scale their Customer Operations function during an exciting period of growth.
The Role
As Head of Customer Service, you will be the voice of the customer within the business, owning service quality and driving an exceptional end-to-end customer experience. Leading a growing international Customer Operations team, you will work closely with Compliance, Sales, Product and Engineering to resolve customer challenges, improve processes and drive operational excellence.
Key Requirements
- Fluent French and English, both written and spoken (essential)
- 7+ years' experience within Customer Service, Customer Operations or Customer Experience, ideally within Fintech, Payments
- Experience supporting customers across emerging markets, particularly Africa and/or Asia
- Proven experience managing and developing teams, including 5+ direct reports
- Experience handling complex customer escalations
- Experience with tools such as Zendesk, Intercom or HubSpot Service
- Experience working within a fast-paced startup or scale-up environment
This is an exciting opportunity to join a mission-driven fintech that has already experienced significant growth and is continuing to scale internationally. If this sounds of interest, please apply directly or contact!
Head of Customer Service - TWE45917 in London employer: twentyAI
Join a dynamic fintech company that prioritises employee growth and fosters a collaborative work culture in the heart of London or Paris. With competitive salaries, equity options, and a commitment to supporting global trade, this role offers the chance to lead a passionate team while making a meaningful impact in emerging markets. Experience a vibrant environment where your contributions are valued and professional development is encouraged.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service - TWE45917 in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at twentyAI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like twentyAI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Service - TWE45917 in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to twentyAI:Your cover letter is your chance to shine! Tell us why you want to work at twentyAI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at twentyAI!
How to prepare for a job interview at twentyAI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
