Hybrid Head of Customer Support presso DolarApp

What you'll be doing

• You will build and lead our Customer Support function - your most important goal will be the happiness of our customers and excellent service delivered across all channels

• You will define how the Customer Support function operates day-to-day: processes, metrics, hiring, communication with product teams, you will be involved in all of it

• You will be the voice of the customer in our product discussions - your responsibility will be to bring up critical product improvements that can help our customers

• You will get things done: beyond the scope of work and priorities, it is in the DNA of our company to do whatever it takes to win.

What you'll need

• Fluency in English and Spanish is a must, Portuguese is a plus

• At least 5 years of experience in Customer Support functions, experience as a CS Lead or Support Operations Lead

• Problem Solving skills: you break problems apart until you find a root cause, you build a solution from first principles

• Systems-mindset: you always think about a problem from a perspective of “how do I build a system or a process that solves it in a scalable and efficient way?”

• You’re data-driven in your decision-making, you have working experience with SQL (at the level of basic queries, you are not expected to be proficient with it) and data analytics tools

• People management experience - you have had large (10+ people) teams reporting to you.

• You will need to be based either in London, UK or in one of our LatAm locations - Mexico City, São Paulo, Bogota or Buenos Aires.

Benefits

• Competitive salary and sign-on equity bonus

• Discretionary performance equity bonus

• Latest technology to work with

• Strong team that will help you improve your skills

About Us

• At DolarApp we strive to change the way hundreds of millions of people in Latin America approach their everyday finances

• We are a product-oriented company: do not expect to be working on legacy products but building world-class financial products from the ground up

• We’ve hired some of the most talented people out there who have done it before – and we want you to join them.