Support Lead

About Us : DirectFN is a leading Capital Market Industry (CMI) Financial Technology software and Content provider, company (now owned by Saudi Tadawul Group / WAMID) specializes in providing brokerage, asset, and custody management solutions, along with market information screens – as productized services. Our innovative products, services, and solutions empower both financial institutions and individuals to optimize their operations and enhance client satisfaction I. JOB SUMMARYThe Global Head of Support at DirectFN is responsible for leading the customer support function, ensuring that clients receive exceptional service and support regarding FinTech products and services. This leadership role encompasses the development of support strategies, management of the support team, and fostering a culture of customer-centricity throughout the organization.II.

Key Responsibilities

1- Strategic LeadershipDevelop and implement a comprehensive customer support strategy that aligns with the company's business objectives and enhances customer satisfaction.Set measurable goals for the support team, ensuring alignment with overall company goals and KPIs.2- Team ManagementLead, mentor, and manage a diverse support team, made of staff on-site at client premises, on-shore (Riyadh) and off-shore (Sri Lanka and Pakistan), fostering a high-performing and customer-driven culture.Conduct performance evaluations, provide feedback, and support the professional development of team members.Organize training programs to ensure the team is knowledgeable about products, industry trends, and customer service best practices.3- Customer EngagementEstablish and maintain strong relationships with key clients and stakeholders to understand their needs and expectations.Develop customer feedback systems to gather insights, assess satisfaction, and identify opportunities for improvement.4- Operational ExcellenceOversee day-to-day operations of the support department, ensuring all customer inquiries and issues are addressed promptly and effectively.Implement best practices for support processes, ensuring efficiency, consistency, and quality.5- Multi-Channel Support ManagementManage support across multiple channels (phone, email and chat), ensuring a seamless customer experience.Evaluate and implement customer support technologies and tools to enhance efficiency and service quality.6- Cross-Functional CollaborationWork closely with product management, engineering, and sales teams to communicate customer feedback and influence product development and enhancements.Collaborate with marketing to create customer support materials and resources that improve user experience.7- Quality AssuranceEstablish quality assurance processes to monitor and improve the quality of customer interactions and support services.Analyze support metrics and data to identify trends, operational challenges, and areas for enhancement.8- Crisis ManagementDevelop contingency plans and response strategies for handling customer issues, escalations, and crises effectively.Lead the support team during critical incidents, ensuring timely resolution and communication with affected clients.9- Reporting and AnalyticsPrepare and present regular reports on support performance, metrics, and customer satisfaction to executive leadership.Utilize analytics to inform decision-making and refine support strategies.10- Continuous ImprovementFoster a culture of continuous improvement within the support team, encouraging innovation in service delivery and client engagement.Stay updated on industry trends and best practices to refine support processes and enhance customer service offerings.11- Training and Knowledge ManagementOversee the creation and maintenance of a knowledge base that provides resources for both customers and support staff.12- User Adoption and SuccessCollaborate with the Product team to proactively drive user adoption and product engagement, ensuring customers achieve their desired outcomes.III. Qualifications & Requirements Education: Bachelor’s degree in IT, Business Administration, Communications, or a related field. A Master’s degree is a plus.Experience: 8+ years of experience in customer support or related fields, with at least 3 years in a leadership or management role.Technical Proficiency: Familiarity with Financial Industry, customer support software, and CRM systems.Leadership Skills: Proven experience in leading and managing teams, with a focus on driving performance and accountability.Communication Skills: Excellent verbal and written communication skills with the ability to convey complex information clearly and effectively.Language Proficiency: Fluent in English (spoken and written) to facilitate effective communication with stakeholders.IV. Core Skills:Customer-Centric AttitudeAbility to prioritize customer needs and create strategies that enhance customer satisfaction and loyalty.Problem-Solving SkillsStrong analytical and problem-solving abilities to address customer issues and implement effective solutions.CollaborationExceptional interpersonal skills to work effectively with cross-functional teams and build relationships.AdaptabilityFlexibility to adapt to changing customer needs and business priorities.Technology SavvyUnderstanding of support technologies and tools, with a keen interest in evaluating new solutions that enhance service delivery.V. Key Result Areas (KRAs):Customer Satisfaction: Achieve and maintain high levels of customer satisfaction and Net Promoter Score (NPS).Team Performance: Develop a high-performing and engaged support team with low turnover rates.Operational Efficiency: Improve efficiency in support processes, reducing response and resolution times.Continuous Improvement: Show ongoing improvement in support metrics and overall service quality.