Support Lead

About DirectFN

DirectFN is a prominent provider in the Capital Market Industry (CMI) specializing in Financial Technology software and content solutions. Now part of the Saudi Tadawul Group / WAMID, the company offers brokerage, asset, and custody management services alongside market information platforms designed to empower financial institutions and individual clients in improving operational efficiency and user experience.

Job Overview

The Global Head of Support at DirectFN will lead the customer service division to ensure outstanding assistance regarding FinTech products. This leadership position involves formulating support strategies, overseeing the support team, and promoting a customer-first culture within the organization.

Primary Responsibilities

• Devise and execute a thorough customer support strategy aligned with overall business goals to boost client satisfaction.
• Define and track performance goals for the support staff in line with company KPIs.
• Supervise, guide, and motivate a diverse support team working onsite, onshore (Riyadh) and offshore (Sri Lanka, Pakistan), cultivating a culture centered on customer success.
• Carry out employee evaluations, provide constructive feedback, and facilitate staff growth through training on product knowledge, industry developments, and customer service best practices.
• Build and maintain strong client and stakeholder relationships to grasp their requirements and expectations.
• Implement customer feedback mechanisms to evaluate satisfaction and identify enhancement opportunities.
• Manage daily operations ensuring timely and effective resolution of customer queries.
• Adopt and refine support processes to uphold efficiency, consistency, and service quality.
• Coordinate multi-channel support (phone, email, chat) to guarantee seamless customer interactions and introduce technology tools that enhance service quality and operational efficiency.
• Collaborate with product management, engineering, sales, and marketing teams to relay user feedback, contribute to product enhancements, and develop support materials improving end-user experience.
• Establish quality assurance protocols to monitor customer interactions and analyze operational data to detect trends and improve service delivery.
• Prepare contingency strategies for effective crisis management and lead the support response during major incidents ensuring prompt resolution and communication.
• Report regularly on support department performance and customer satisfaction metrics to senior leadership, leveraging analytics for strategy refinement.
• Promote a culture focused on continuous improvement, encouraging innovation in service offerings and client engagement based on industry best practices.
• Oversee development and updating of a comprehensive knowledge base for customers and staff reference.
• Work with the Product team to drive user adoption and ensure clients achieve desired outcomes through effective engagement with products.

Qualifications & Requirements

• A Bachelor’s degree in IT, Business Administration, Communications, or related fields; a Master’s degree is advantageous.
• Minimum of 8 years’ experience in customer support or allied areas, including at least 3 years in leadership or management roles.
• Technical literacy related to the Financial Industry, customer support platforms, and CRM systems.
• Demonstrated leadership capabilities with proven success in managing teams focusing on performance and accountability.
• Excellent communication skills in English, both spoken and written, capable of simplifying complex information.

Core Competencies

• Customer-oriented mindset focused on prioritizing needs and increasing satisfaction and loyalty.
• Strong analytical and problem-solving abilities to resolve client issues effectively.
• Exceptional interpersonal skills for collaborating across teams and building partnerships.
• Adaptability to evolving customer requirements and shifting business priorities.
• Tech-savviness with the capacity to evaluate and implement new support technologies enhancing service delivery.

Key Performance Indicators

• Maintain superior levels of customer satisfaction and enhance Net Promoter Scores.
• Develop and sustain a highly engaged, high-performing support team with minimal attrition.
• Increase operational efficiency by reducing response and resolution times.
• Continuously improve support metrics and overall quality of service.