Support Lead

About DirectFN

DirectFN, now owned by Saudi Tadawul Group / WAMID, is a provider of Financial Technology software and content for the Capital Market Industry (CMI). The company specializes in delivering brokerage, asset, and custody management solutions, alongside market information screens as productized services. DirectFN's offerings are designed to support financial institutions and individuals in optimizing operations and enhancing client satisfaction.

The Role of Global Head of Support

The Global Head of Support leads the customer support function at DirectFN, ensuring clients receive service and support for FinTech products and services. This full-time leadership position, based in Riyadh, Saudi Arabia, involves developing support strategies, managing the support team, and fostering a customer-centric culture within the organization. The role requires 5-10 years of experience.

Key Responsibilities

• Develop and implement a comprehensive customer support strategy aligned with business objectives and customer satisfaction goals.
• Lead, mentor, and manage a diverse support team, including staff on-site at client premises, on-shore (Riyadh), and off-shore (Sri Lanka and Pakistan).
• Conduct performance evaluations, provide feedback, and support professional development for team members.
• Organize training programs to ensure team knowledge of products, industry trends, and customer service best practices.
• Establish and maintain relationships with key clients to understand needs and expectations.
• Oversee daily operations, ensuring prompt and effective resolution of customer inquiries and issues.
• Manage support across multiple channels (phone, email, chat) and implement customer support technologies.
• Collaborate with product management, engineering, and sales teams to communicate customer feedback and influence product development.
• Establish quality assurance processes to monitor and improve customer interactions and support services.
• Develop contingency plans and response strategies for handling customer issues, escalations, and crises.
• Prepare and present regular reports on support performance, metrics, and customer satisfaction to executive leadership.
• Oversee the creation and maintenance of a knowledge base for customers and support staff.
• Collaborate with the Product team to drive user adoption and product engagement.

Key Result Areas

• 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: Demonstrate ongoing improvement in support metrics and overall service quality.

Experience and Qualifications

Candidates should possess 5-10 years of relevant experience in customer support leadership roles, preferably within the FinTech or Capital Market Industry. A proven track record in developing and implementing support strategies, managing diverse teams, and enhancing customer satisfaction is essential.