Job Description

About

ICEO

:

We are a venture builder and for over 10 years we have been creating innovative startups that are recognized on the market - they quickly gain customers and investors. We specialize in technologies such as blockchain, big data, and fintech.

About the role:

We're looking for experienced Customer Support Lead to join a fintech product (neobank) during stealth mode and support our launch and growth plans on growing and scaling our support team.


You'll report directly to the Head of Operations.





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What You'll Do:

Grow the team:

Build, lead and mentor the customer support and success teams to offer world class support for our retail customers, business customers and network partners.

Own Support tools:

Configure and maintain our Intercom workflows and any other conversation management platforms, leveraging AI and automation.

Keep quality high:

Measure satisfaction (CSAT/NPS), hit SLAs, response times and deep dive into insights to improve processes and customer experience.

Collaborate smartly:

Work closely with our Product, Technology, Compliance, and Operation teams to solve issues and improve our product based on customer feedback.

Scale thoughtfully:

Build scalable processes and knowledge management so we're ready for customer growth without compromising on empathy or efficiency.

Manage key relationships:

Maintain key relationships with key network partners to improve our B2B offering and reduce churn.
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What You'll Need:

4+ years experience in customer support and customer success roles with at least 1+ years experience in fintech or managing key accounts in SaaS (preferably in Finance). 2+ years experience in leadership roles, with proven experience scaling and mentoring a support team in a fast-paced environment. Demonstrate sufficient knowledge in banking, payments and AML/KYC processes. You take ownership and get things done. Data driven and able to dive into support and success metrics to drive continuous improvement. Experienced with Intercom and AI/Automation tools, familiarity with other CRMs is an added bonus. Strong communication and people management skills.
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Nice to Have:

Knowledge or professional experience in crypto. Fluency in an additional European language other than English. Experience in early stage start-up

Why You'll Love Working at ICEO:

Generous Time Off

- Recharge with

38 days of paid time off

annually, plus

1

4

days of

paid sick leave

to take care of yourself when it matters most.

Competitive Compensation

- Our salary range for this role starts at EUR75,000 per year, with flexibility to stretch based on experience and fit.

Top-Notch Gear

- We'll equip you with a MacBook (or high-end Windows equivalent) and all the accessories you need to do your best work, hassle-free.

Remote-First & Flexible

- Enjoy the freedom of

fully remote

work with

flexible hours

, so you can do great work when and where you're most productive.

Stable & Full-Time

- Join us in a

long-term, full-time

role through an

EoR or B2B

contract, offering the security and consistency you deserve.

Growth-Focused

- Gain access to

internal training programs

and continuous learning opportunities to grow your skills and stay sharp.

Innovative Culture

- Be part of a forward-thinking, cross-functional team where new ideas are encouraged and innovation thrives.

Team Building Adventures

- We believe in bonding beyond the screen at beautiful locations around Europe.

Our Recruitment Process:

1.

Screening

(with TA Partner) - 40 mins

During this meeting, you will learn more about ICEO and the role and we will learn more about you, your experience and career aspirations!



2.

First Interview

(with Head of Operations) - 1.5 h

An in-depth discussion focusing on the candidate's skills and sector experience, as well as a short live assessment



3.

Final Interview

(with Head of Operations and MLRO ) - 1 h

A final discussion to assess culture and team fit alongside specific discussions around BeOne's needs