Head of Community Operations

Company Overview:

Airtm.com is a rapidly growing fintech company with a global presence, offering innovative financial solutions to users in over 100 countries. Our platform connects traditional financial systems with the digital age, facilitating secure money transfers, currency exchange, and digital payments to empower individuals and businesses worldwide.

Position Overview:

We are in search of a dynamic and analytical Head of CommOps with proven experience in scaling customer support teams across multiple countries and languages. This role is critical for leading and transforming our customer support operations, covering multiple-channels. The ideal candidate will be an exceptional strategist with advanced SQL skills, capable of creating and executing a clear roadmap for the future of the CommOps team.

What you’ll be responsible for:

-Design and implement strategies to scale the CommOps team across multiple countries and languages, ensuring exceptional support for our customers.

-Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the team and implemented strategies.

-Work closely with the Data & Analytics team to analyze data and generate insights that drive data-driven decisions.

-Create and maintain a strategic roadmap for the development and expansion of the CommOps team.

-Establish feedback mechanisms with our customers to understand their needs and prioritize improvements in products and processes.

-Collaborate with other teams, such as Product and Technology, to solve complex problems and enhance customer experience.

-Promote a culture of continuous improvement and operational excellence within the team.

Experience & skills required:

-Significant experience leading operations or customer support teams, preferably in tech environments and scaling operations across multiple countries and languages.

-Advanced analytical skills with a mid to advanced level of SQL.

-Proven ability to solve complex problems and make data-driven decisions.

-Excellent communication and interpersonal skills, capable of effectively interacting with a diverse team.

-Experience in creating and executing strategic roadmaps.

-Deep understanding of operations, beyond just customer support.

-Strong customer orientation and commitment to improving user experience.

-Fluency in English (also Spanish is desirable)