Head of Support

About Us

Trustyfy is a global tech company building the first DeFi bank for companies and individuals.

For the first time in history since the invention of banking, customers – not banks – can have full ownership of their money.

. Thanks to our proprietary multi-signature and decentralized technology, companies can work internationally with no risk of payment delays, and at a fraction of the cost of legacy banks.

. Workers can remit funds to their loved ones at almost no cost.

. And two billion unbanked can become financially independent.

We are not just building the future of finance. We can make a real difference.

We have validated the vision and secured the capital from both recurring revenues and a seed round. Now, we are leveling up our leadership.

Why Your Role Matters

As Head of Support, you will own the vision, strategy, and execution of world-class customer support for our users. You will build and scale high-performing teams, implement best-in-class support processes, and collaborate closely with Product, Operations, and Marketing to advocate for the customer voice.

Key Responsibilities

• Lead and scale the global support organization, defining structure, roles, KPIs and staffing models.
• Develop and execute a support strategy that balances speed, quality, and cost-efficiency.
• Champion customer experience excellence across all channels (in-app, chat, email, social, voice).
• Foster cross-functional alignment with Product, Engineering, Trust & Safety, and Operations to resolve systemic issues and improve customer satisfaction.
• Implement quality assurance frameworks, service level agreements (SLAs), and metrics that drive continuous improvement.
• Build scalable documentation, playbooks, and training programs to support rapid team growth.
• Establish escalation procedures and own major incident communications and response.
• Lead workforce planning, forecasting, budgeting, and headcount management for support.
• Represent customer insights and trends to executive leadership to inform product and operational decisions.

Your Skills and Experience

• 7+ years in customer support leadership, ideally within fintech or neobanking.
• Demonstrated success scaling support teams through high growth.
• Deep expertise in support technologies (helpdesk platforms, ticketing systems, automation, bots).
• Strategic thinker with strong analytical skills and data-driven decision making.
• Exceptional communicator and people leader with a passion for coaching and developing talent.
• Strong experience partnering with cross-functional teams in a fast-paced environment.
• Experience in global support operations, including remote and distributed teams.
• Fluency in English; additional languages are a plus.

Extra Benefits

• Support for relocation, visa, housing, and health insurance if required.