Robert Half is working with a fast-growing Series A fintech building the financial infrastructure for emerging markets trade to hire a Head of Customer Service

Their platform makes it faster, cheaper and more transparent for businesses to pay their international suppliers, helping companies across Africa, Latin America and the Middle East. Backed by tier-1 venture investors and angels from some of the best-known names in fintech, and are scaling fast. This is a genuinely high-impact environment for someone who wants to build.

They are looking for a Head of Customer Service to own the quality of every customer interaction and build the team, systems and processes that let customer service scale as the business grows.

The role

Reporting to the Head of Operations, you will lead the Customer Service function and be the internal voice of the customer, holding the wider business to a high standard. This is a hands-on leadership role at the intersection of operations, customer experience and process design.

What you will do

• Lead, coach and develop the Customer Service team, scaling across markets and time zones
• Be the internal champion of customers, translating recurring pain points into prioritised asks for compliance, sales, product and engineering, and driving them to resolution
• Own customer service KPIs end to end
• Define what good looks like across written communication, tone, clarity and resolution quality
• Act as the escalation point for the most sensitive customer situations
• Lead the selection, implementation and roll-out of customer service tooling
• Drive automation and process improvement so the function scales without proportionally scaling headcount
• Build the dashboards and reporting that give leadership visibility on customer service health
• Own customer FAQs, internal playbooks and customer-facing documentation

What they are looking for

• 7+ years in customer service, operations or client-facing roles in startups, ideally in a WhatsApp-heavy environment
• B2B customer service experience
• A track record of managing and developing teams, and of designing and improving CS processes, SLAs and tooling at scale
• Experience implementing or migrating CS tooling (for example Zendesk, Intercom or HubSpot Service)
• Fluent French and English, both spoken and written
• A strong analytical mindset, comfortable using data to diagnose problems and measure impact
• Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy

• Previous experience at a VC-backed startup or top-tier consultancy
• Familiarity with payments, compliance or cross-border financial flows
• Comfort using AI tools to work faster and smarter

The details

• Competitive salary, plus share options and benefits
• Hybrid: at least three days a week in the office, in London

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