Head of Customer Experience & Support

• Own and execute Aspora’s long-term CX strategy across products, customer segments, and geographies
• Design a scalable support org model across channels (chat, email, voice), products, and time zones with true 24×7 resilience
• Lead the evolution from reactive ticket handling → proactive, insight-driven customer experience
• Build and maintain best-in-class SOPs for core customer journeys, escalations, and regulatory edge cases
• Design scalable training systems: new-hire onboarding, product & policy updates, scenario-based simulations
• Own a living knowledge system that stays current with product, risk, and regulatory changes
• Define and own CX success metrics across scale (quality, resolution, customer effort, trust signals)
• Build and refine QA frameworks across channels and issue types
• Translate CX data into clear insights that influence product, policy, and operational decisions at leadership level
• Act as the voice of the customer internally — surfacing recurring pain points with clarity, urgency, and data
• Run structured rituals: VOC reviews, RCA sessions, post-incident retrospectives
• Partner deeply with Product, Engineering, Risk, and Compliance to fix systemic issues and improve product flows, controls, and trust
• Hire, coach, and develop high-performing CX leaders and ICs
• Build a culture grounded in: radical empathy for customers
• operational precision under pressure
• high ownership and accountability
• Create clear career paths, performance frameworks, and leadership bench strength
• Ensure CX remains calm, decisive, and resilient during launches, outages, and regulatory events

• 10-14 yrs in Customer Support, CX, or Operations roles
• 4+ years leading large teams (25+ people)
• Proven experience scaling CX in fintech, payments, remittance, or regulated financial products
• Deep understanding of customer behaviour across onboarding, KYC, transfers, failed transactions, and escalations
• Strong data fluency — comfortable with dashboards, trend analysis, and tying CX metrics to business outcomes
• Calm, structured communicator with high emotional intelligence
• Battle-tested operator — experienced handling incidents, outages, audits, or high-pressure customer situations
• Hands-on experience with CX tooling (Zendesk, Intercom, telephony/dialers, QA platforms, knowledge bases)
• High-ownership mindset with a genuine, mission-driven approach to customer trust

Experience in multi-product fintech environments is a strong plus

• Competitive compensation and early-stage ESOPs
• Mission-driven, fast-moving, and deeply collaborative team