Job Description

We’re looking for an experienced and driven Head of Support to oversee our customer support function. In this role, you’ll lead the support team in delivering exceptional service to our B2B clients, ensuring timely, effective, and high-quality responses to technical and product-related inquiries. You’ll play a key role in optimising support operations, improving processes, and enhancing the overall client experience.

Key responsibilities

• Lead and manage the Customer Support team, ensuring high-quality service delivery for B2B clients.

• Build, improve, and scale support processes, policies, and tools as needed.

• Implement and maintain clear, transparent, and proactive communication procedures for client requests, status updates, resolution timelines, and any changes.

• Define, track, and manage key support KPIs, including SLA, CSAT, NPS, CES, First Response Time, and others.

• Develop proactive measures to identify and mitigate customer dissatisfaction and churn risks.

• Guide the team to prioritize issues based on business impact, client value (LTV), and urgency.

• Take ownership of escalated or sensitive cases, ensuring timely resolution and effective client communication.

• Ensure clients are consistently informed about the status of their requests and expected resolution timelines, maintaining clear and proactive communication throughout.

• Collaborate closely with Product, Development, Sales, and Onboarding teams to enhance client satisfaction, retention, and overall success.

• Provide regular reporting and insights on support performance, customer sentiment, and areas for improvement.

• Contribute to revenue protection and growth by continuously improving the client experience.

• Mentor and develop support team members, fostering a culture of ownership, accountability, and continuous learning; and

• Any other duties and responsibilities relevant to the role.

Requirements

• 3–5 years in a Head of Support or similar leadership role in a B2B environment (preferably SaaS, Fintech, or Software).

• Experience building or improving support operations from the ground up is a plus.

• Strong IT, financial, or combined background preferred.

• Good understanding of software and IT environments, including basic networking and system troubleshooting.

• Strong customer focus and ability to understand and respond to client needs.

• Ability to assess and handle critical vs. non-critical client issues.

• Sound judgment in identifying urgent vs. routine matters.

• Ability to identify and act on client risks proactively.

• Understanding of how customer experience affects growth and revenue.

• Prioritization of tasks based on client value and business impact.

• Experience designing and optimizing workflows.

• Proficient in JSM, Atlassian Alerts, Slack, Front.com, and similar tools.

• Skilled in analyzing data to track and improve support performance.

• Strong English communication skills (Upper-Intermediate or above).

• Proven leadership in managing, coaching, and guiding teams.

• Hands-on approach, able to manage complex client cases directly.

Preferred qualifications

• Experience with clients in financial services, especially CFD/Forex.

• Familiarity with RFO and incident communication practices.

• Understanding of how tech issues affect client operations and urgency.

Benefits & Perks

• Competitive compensation package

• Full-time, in-office role based in Limassol, Cyprus

• Paid annual leave and sick leave

• Company events and celebrations (online and offline)

• Anniversary and birthday gifts for employees

• Medical insurance

• Learning and development support for your growth

• Career growth opportunities

• Work in a supportive and inclusive environment that values teamwork and open communication

Who we are

Your Bourse is a global company specializing in providing a comprehensive Platform-as-a-Service solution for FX, CFD, and crypto liquidity management, data analytics, reporting, and risk management. Our goal is to empower companies of all sizes and capacities, offering them the tools and technologies needed to thrive in the financial industry.

One of the key strengths of Your Bourse is our flexible and competitive pricing policy, along with bespoke packages tailored to individual requirements. We believe that every company should have the opportunity to benefit from our innovative tools and solutions in a way that suits their specific needs and objectives.

By partnering with Your Bourse, brokers gain access to liquidity from leading providers, enabling them to offer their clients a diverse and competitive trading environment. Additionally, our hosting services in Equinix data centers ensure reliable connectivity and lightning-fast execution.

At Your Bourse, we prioritize the growth and development of our team. We foster a motivating and goal-oriented environment where individuals have ample opportunities to learn and excel in their roles. We believe that by empowering our employees, we can collectively achieve great things.

If you are driven, motivated, and have a clear goal in mind, Your Bourse is the place where you can thrive and accomplish remarkable milestones. Join us on this exciting journey and unlock your full potential.