The Company
Our client is one of Ireland's fastest-growing fintech businesses.
The business is entering its next phase of growth through new product launches, international expansion and significant investment in customer experience, AI and automation. As part of this evolution, they are creating a Customer Service Director role to establish clear ownership of the customer function and build a world-class service operation.
The Opportunity
This is a newly created leadership role with responsibility for shaping the future of customer service across the business.
Unlike a traditional customer service leadership position, this role is centred on ownership rather than people management. The frontline operation is delivered through an outsourced partner, while this individual will own the customer strategy, operating model, governance, service quality and continuous improvement agenda.
You'll become the internal voice of the customer-working across Product, Operations, Engineering, Marketing and Leadership to ensure customers receive a consistently outstanding experience while helping the business scale efficiently.
This is a genuine opportunity to build a function, influence strategy and play a key role in the next phase of the company's growth.
Key Responsibilities
- Own the end-to-end customer service strategy and operating model.
- Lead the relationship with the outsourced customer support provider, driving performance, service levels and continuous improvement.
- Establish clear customer service policies, procedures, governance and escalation frameworks.
- Build training material, knowledge management and operational playbooks to improve service consistency.
- Own customer escalations and make commercially balanced decisions on complex customer issues.
- Analyse customer trends and service data to identify recurring issues and opportunities for improvement.
- Partner closely with Product and Engineering to ensure customer feedback directly influences product development.
- Lead the ongoing optimisation of the company's AI-powered customer support capability ensuring knowledge remains accurate, relevant and effective.
- Drive automation while maintaining an appropriate balance between AI and human support.
- Develop KPIs, reporting and service metrics that provide visibility across customer performance.
- Champion customer experience across the organisation and foster a customer-first culture.
About You
You'll be someone who enjoys building rather than maintaining.
You combine strong operational leadership with commercial judgement and are comfortable taking ownership in a fast-moving environment where priorities evolve quickly.
You'll likely bring:
- Significant experience leading customer service, customer operations or customer experience functions.
- Experience managing outsourced customer support providers or BPO relationships.
- A track record of building operational processes, governance and service frameworks.
- Strong stakeholder management skills, with the ability to influence across multiple business functions.
- Experience using customer insights and operational data to improve products, processes and customer outcomes.
- Excellent judgement when balancing customer satisfaction with commercial and regulatory considerations.
- A proactive, hands-on approach and willingness to roll up your sleeves when required.
Experience within fintech, payments, SaaS or broader financial services would be advantageous but is not essential.
Why Join?
This is an opportunity to join a high-growth fintech where you'll have genuine influence over how customer experience evolves.
You'll work alongside an ambitious leadership team investing heavily in AI, automation and new product development, while helping shape a business entering an exciting new stage of growth.
If you're motivated by building functions, solving problems and delivering exceptional customer experiences within a collaborative, entrepreneurial environment, this role offers outstanding scope to make a lasting impact.
