About Aspora Aspora is building a Financial Services platform for immigrants around the world. We are backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator, & Global Founders Capital, and are on a mission to simplify global banking as easily as booking an Uber. We-re first taking on the Indian diaspora - the largest and wealthiest immigrant population. 18 million Non-Resident Indians hold over $1.5T in wealth of which $500B is back in India. They remit $125B back every year and account for 25% of all real estate purchases in India. Yet, the banking experiences of these NRIs are archaic. We-re building a new age platform to service these NRIs with cross border money movement. We are a team of 50 that works with the intensity and the agility of a sports team. With innovation, hustle, and collaboration at our core, we aim to build better banking for all immigrants around the world. Discover more about our work, our ethos, and our vision on our website, Aspora About the Role Our Head of Customer Support will lead our customer service function through our next phase of growth. You-ll define and implement best-in-class processes for customer interactions, structure support workflows, and build a scalable, multichannel team. You will be the voice of the customer internally, balancing empathy with operational excellence, and owning the quality and consistency of support as Aspora expands. What You-ll Do Strategy & Systems Define and execute a world-class support strategy across chat, email, phone, social, and in-app channels. Build scalable workflows for high-volume and high-emotion scenarios (e.g. delayed transfers, verification failures, refund requests). Lead the selection and implementation of support tooling - helpdesk, CRMs, internal knowledge bases, and escalation dashboards. Establish and track key metrics: CSAT, NPS post-support, first response/resolution time, SLA adherence, escalations closed loop. Customer Advocacy Be the voice of the user in cross-functional meetings. Escalate and represent customer pain, friction, and recurring issues with clarity and urgency. Drive root-cause resolution loops with Product, Engineering, and Compliance - not just faster replies but better systems. Design and run structured feedback rituals (e.g. monthly VOC reviews, cross-functional RCA sessions). Operations & Quality Create playbooks and SOPs for common customer journeys, edge cases, and high-risk escalations. Build internal QA and training systems to ensure consistency, compliance, and tone of voice - especially in regulated markets. Ensure alignment with data protection laws (e.g. GDPR, CBUAE regulations) and internal risk controls. Team Building & Culture Hire, coach, and grow a high-performance support org across tiers and shifts. Set a tone of radical empathy + operational precision. Especially for users under stress. Champion a feedback-first culture where every user story is seen as a product insight, not just a ticket. Who You Are 7+ years in customer support or ops roles, including 3+ years leading teams of at least 20 CSMs in fintech, remittance, or regulated financial environments. Deep understanding of user behaviour across onboarding, identity/KYC, transfers, failed transactions, and escalations. Built and scaled multi-region support orgs - from tooling to QA to training to team structure. Strong comfort with data - you can create dashboards, interpret trends, and tie CSAT/NPS to actionable insights. Exceptional communicator - clear, empathetic, and proactive across internal and customer-facing interactions. Proven operator under pressure - you-ve run teams through product launches, outages, escalations, or compliance crises. Hands-on experience with tools like Zendesk, Intercom, Freshdesk, Notion, Looker, and QA platforms. Experience in diaspora banking, remittance, or cross-border payments is a strong plus. A self-starter who brings high ownership, bias for action, and a deep sense of purpose to work. Why Aspora Opportunity to lead a foundational customer-facing function in a fast-growing fintech scale-up. Highly competitive salary. Professional development budget and learning stipends. Wellness benefits and team bonding initiatives. Equity package aligned with seniority and impact.