Customer Support and Care Team Manager

Altery

2d • Remote

About The Position

Are you passionate about FinTech and ready to make a tangible impact in a dynamic company where your decisions shape the future? Altery could be the next chapter in your professional journey!

The Customer Support and Care Team Manager at Altery Enterprise is responsible for scaling our customer support function, leading a team of high-performing specialists, and driving operational excellence across all customer touchpoints.

You’ll manage people, processes, and platforms to deliver a world-class experience — ensuring fast response times, high satisfaction scores, and continuous improvement in a fast-paced, fintech environment.

This role is perfect for a proactive, data-driven leader who thrives in a startup culture of experimentation, learning, and building.

Requirements

• Proven experience in customer support or operations management, ideally within the fintech or financial services sector.
• Demonstrated success in managing teams, driving KPIs, and scaling support operations.
• Effective at virtual collaboration, influencing, and working within multicultural environments.
• Ability to explain complex concepts clearly and concisely, paired with excellent written and verbal English communication skills (C1 or higher).
• A proactive approach to troubleshooting, ensuring compliance with company policies, and delivering consistently high-quality customer service.
• Data-driven mindset — being able to translate metrics into actionable insights.
• Proficiency in CRM software, help desk tools, and a deep understanding of key financial concepts and fintech products. (Particularly in Zendesk, including settings, automation, reporting, and integration with other tools)
• Understanding of financial products, compliance, and KYC/AML operations.

Responsibilities

• Lead, coach, and develop the Customer Support team to deliver exceptional service across all channels.
• Drive key KPIs including First Response Time, Resolution Rate, and Customer Satisfaction (CSAT).
• Develop and improve processes, tools, and automations to scale support efficiently.
• Manage and optimize Zendesk configurations, triggers, and workflows to simplify operations.
• Serve as the voice of the customer, partnering with Product, Engineering, FinCrime, and KYC teams to close feedback loops and drive better outcomes.
• Identify recurring customer issues and recommend product or process improvements.
• Ensure compliance with company policies, data privacy, and financial regulations.
• Monitor and report on KPIs, SLA adherence, provide regular, data-driven reporting to leadership with actionable recommendations.
• Identify, design, and execute workflows and automation projects that drive simplicity, reduce friction, and improve response quality.
• Stay informed on fintech trends and best practices to continuously enhance customer experience.

Benefits

• Team and our Product: We are team players and we are passionate about our product and understand what we aim to achieve and the impact it will make.
• Growth Opportunities: You can Influence and shape our story while advancing your career.
• Flexibility: We always listen to our people and can be flexible with arrangements.
• Hybrid or Remote Working: We don't expect you to be in the office every day.
• Local Market Perks: Enjoy insurance coverage, local perks, and beautiful offices.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed