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Support and Customer SuccessFull role brief
Head of Customer Support / Success
Build the support and success operating system for MakePay.
This leadership role designs the global support and customer success function as MakePay scales across merchants, regions, languages, and payment use cases. You will create the process, metrics, hiring plan, and customer operating rhythm that make support feel professional before volume forces the issue.
Why this role matters
- Create a support and success model with clear ownership, SLAs, escalation paths, and quality standards.
- Improve merchant onboarding, support response quality, retention signals, and launch predictability.
- Turn customer issues into a reliable feedback system for product, engineering, compliance, sales, and operations.
What you will own
- Design the operating model for support queues, success portfolios, incident communication, onboarding, and renewals.
- Define metrics for response quality, resolution time, merchant health, escalation aging, and customer outcomes.
- Hire, coach, and manage support and success teammates across Dubai and future regional hubs.
What you bring
- Leadership experience building or scaling customer support, customer success, implementation, or merchant operations teams.
- Strong operating discipline across SLAs, quality reviews, queue management, onboarding playbooks, and executive reporting.
- Calm judgment during customer escalations, payment incidents, sensitive compliance questions, and executive-facing situations.
Nice to have
- Experience with fintech, payment gateways, crypto, merchant acquiring, wallets, or high-availability SaaS.
- Background managing multilingual or distributed support coverage across several regions.
- Hands-on familiarity with support tooling, CRM workflows, knowledge bases, and customer health reporting.
First 90 days
- Audit current customer volume, open issues, tooling, escalation habits, and onboarding friction.
- Publish the first support and success operating plan with metrics, ownership, coverage, and hiring priorities.
- Create a weekly customer signal review that product, engineering, support, success, and sales can act on.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will work directly with founders, product, engineering, commercial leadership, and regional teams to make customer operations scalable and trusted.