Join to apply for the Customer Support Lead - BeOne role at ICEO - Venture Builder
We are a venture builder with over 10 years of experience creating innovative startups recognized in the market. Our expertise includes blockchain, big data, and fintech.
About the role:
We’re seeking an experienced Customer Support Lead to join our fintech product (neobank) during stealth mode, supporting our launch and growth by scaling our support team.
You will report directly to the Head of Operations.
Responsibilities:
* Grow the team: Build, lead, and mentor the support and success teams to provide world-class support for retail, business customers, and network partners.
* Own Support tools: Configure and maintain workflows in Intercom and other platforms, leveraging AI and automation.
* Maintain quality: Measure satisfaction (CSAT/NPS), meet SLAs, response times, and analyze insights for process improvements.
* Collaborate effectively: Work with Product, Tech, Compliance, and Operations teams to resolve issues and enhance the product based on customer feedback.
* Scale processes: Develop scalable support processes and knowledge management for customer growth, ensuring empathy and efficiency.
* Manage relationships: Maintain key relationships with network partners to improve B2B offerings and reduce churn.
Requirements:
* 4+ years in customer support and success roles, with at least 1+ years in fintech or SaaS key account management (preferably in Finance).
* 2+ years in leadership, scaling and mentoring support teams in fast-paced environments.
* Knowledge of banking, payments, AML/KYC processes.
* Ownership mindset and execution focus.
* Data-driven with ability to analyze support metrics for improvement.
* Experience with Intercom, AI/Automation tools; familiarity with other CRMs is a plus.
* Strong communication and people management skills.
Nice to Have:
* Crypto knowledge or experience.
* Fluency in additional European languages besides English.
* Experience in early-stage startups.
Why Join ICEO:
* Generous Time Off: 38 days paid leave + 14 days paid sick leave.
* Competitive Salary: Starting at €75,000/year, negotiable based on experience.
* Top-Notch Equipment: MacBook or high-end Windows device and accessories.
* Remote & Flexible: Fully remote work with flexible hours.
* Stable & Full-Time: Long-term role via EoR or B2B contract.
* Growth Opportunities: Internal training and continuous learning.
* Innovative Culture: Encouraging new ideas and innovation.
* Team Building: Events at locations across Europe.
Recruitment Process:
1. Screening with TA Partner - 40 mins
2. First Interview with Head of Operations - 1.5 hrs
3. Final Interview with Head of Operations and MLRO - 1 hr
Employment Details:
* Senior Level: Not Applicable
* Type: Full-time
* Function: Other
* Industry: Internet Publishing
Note: This job posting is active; no indication of expiration was found.
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