At TeamAce, we help businesses across different industries thrive. We work with businesses to create their desired change by getting the right people, designing bespoke business processes, leveraging data, applying insights and technology. We combine our expertise and take different bespoke approaches to solve different business challenges because we believe...
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As the Head of Support, you will be responsible for designing, launching, and managing a world-class customer support organization.
You will oversee daily support operations, lead the support team, manage SLAs, and drive quality across all support channels.
This role requires strong operational leadership, deep expertise in support systems (especially Zendesk), and the ability to scale support for a high-trust fintech product.
Responsibilities
Set up and manage day-to-day support operations across chat and email channels.
Build and lead a high-performing support team, including agents, leads, and support ops.
Define and maintain SLAs, quality standards, workflows, escalation paths, and playbooks.
Configure and optimize Zendesk: routing, queues, triggers, automations, and reporting.
Monitor performance metrics and use data insights to improve support processes and customer experience.
Requirements
B.Sc Degree or HND qualification in any relevant field; advanced certifications or training in support operations is an advantage.
6 – 10+ years’ experience in customer support or operations, with at least 3 years in a leadership role.
Proven experience running and scaling support teams in fintech or high-trust environments.
Hands-on expertise with Zendesk (or similar tools), SLAs, QA frameworks, and analytics.
Strong communication, people leadership, and problem-solving skills; calm under pressure.
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