Head of Customer Experience & Support

Aspora is a borderless financial operating system that makes money as mobile and transparent as its users. As the Head of Customer Experience & Support, you will own the end-to-end customer experience engine and lead a ~30-member CX organisation to scale into a multi-tier, multi-channel, 24×7 global operation. You will work closely with Product, Engineering, Risk, Compliance, and Operations to ensure customer experience is designed into Aspora’s systems.

Requirements

• 10-14 years in Customer Support, CX, or Operations roles
• 4+ years leading large teams (25+ people)
• Proven experience scaling CX in fintech, payments, remittance, or regulated financial products
• Deep understanding of customer behaviour across onboarding, KYC, transfers, failed transactions, and escalations
• Strong data fluency — comfortable with dashboards, trend analysis, and tying CX metrics to business outcomes
• Calm, structured communicator with high emotional intelligence
• Battle-tested operator — experienced handling incidents, outages, audits, or high-pressure customer situations
• Hands-on experience with CX tooling (Zendesk, Intercom, telephony/dialers, QA platforms, knowledge bases)
• Experience in multi-product fintech environments is a strong plus
• High-ownership mindset with a genuine, mission-driven approach to customer trust

Benefits

• Competitive compensation
• Early-stage ESOPs
• Mission-driven, fast-moving, and deeply collaborative team