Head of Support

About the role

DirectFN is seeking a Global Head of Support to lead its customer support function for FinTech products and services. The role is responsible for delivering exceptional service, shaping support strategy, and fostering a customer‑centric culture across the organization.

Key responsibilities

• Develop and implement a comprehensive support strategy aligned with business objectives.
• Lead, mentor and manage a diverse support team located on‑site at client premises, in Riyadh, Sri Lanka and Pakistan.
• Conduct performance evaluations, provide feedback and organise training programs.
• Establish and maintain strong relationships with key clients and stakeholders.
• Oversee day‑to‑day support operations, ensuring prompt resolution of inquiries.
• Manage multi‑channel support (phone, email, chat) and evaluate support technologies.
• Collaborate with product, engineering, sales and marketing teams to convey customer feedback.
• Implement quality‑assurance processes and analyse support metrics.
• Develop contingency and crisis‑management plans.

Required profile

• Proven experience leading and scaling customer support teams.
• Strong ability to build relationships with clients and internal stakeholders.
• Excellent communication and organizational skills.
• Experience in managing multi‑channel support environments.

Required skills