support engineer in fintech

The company is a fast-growing international fintech/trading project building an AI-driven support organization for rapid international growth.

• Own the entire Customer Support function, including processes, technology, people, performance, and customer experience;
• Lead migration to Intercom and unify support channels across chat, email, in-app messaging, and WhatsApp;
• Implement and optimize AI-driven support automation, including Fin AI Agent;
• Develop KPI, SLA, QA, and reporting frameworks;
• Manage, hire, coach, and grow support teams across multiple regions and time zones;
• Establish VIP support processes for high-value clients;
• Drive operational excellence through data, automation, and continuous improvement.

• 3+ Years of leadership experience in Customer Support management or leadership;
• Experience in Fintech, CFD/Forex, iGaming, or other high-volume B2C environments;
• Hands-on experience with Intercom, Zendesk, Freshdesk, or similar platforms;
• Proven experience building or transforming support organizations;
• Experience implementing AI and chatbot solutions;
• Strong understanding of support KPIs and operational metrics;
• English B2+ or higher.

• Competitive compensation plus KPI-based bonus structure;
• International conferences and events;
• Opportunity to build and lead a global support organization within a rapidly growing international business.