Customer Service Manager

About LAYA

LAYA is a multi-currency digital wallet designed to simplify and revolutionize the way people manage money abroad. With secure transactions, seamless user experience, and powerful multi-currency features, LAYA is tailored for travelers and anyone navigating international payments.

About the Role

We’re looking for a Support Manager to join our growing team and take ownership of LAYA’s customer experience and support operations. In this role, you’ll build, lead, and scale our customer support function - from developing the team and optimizing workflows to collaborating with cross-functional partners in Product, Finance, Risk, and R&D.

This position is ideal for someone who is hands-on, operationally strong, and passionate about leading teams and building processes in a fast-paced fintech environment.

Key Responsibilities

• Lead, manage, and mentor the Customer Support team to deliver an exceptional customer experience across all communication channels.
• Recruit, hire, and onboard new support agents to meet growing operational needs.
• Design and implement training and coaching programs to ensure team excellence and consistency.
• Oversee and optimize daily support operations, ensuring high-quality responses, fast resolution times, and KPI achievement.
• Manage and continuously improve Intercom as the main support platform including automation, workflows, macros, and data reporting.
• Collaborate with Finance, Risk, Product, and R&D teams to investigate and resolve complex customer issues (payments, refunds, app-related cases, and system errors).
• Monitor key performance metrics (CSAT, FRT, AHT, SLA) and drive data-based improvements.
• Analyze customer insights and feedback to identify opportunities for process and product optimization.
• Develop playbooks, escalation procedures, and knowledge base documentation.
• Foster a culture of accountability, empathy, and continuous improvement within the team.
• Ensure the team stays informed about app updates, product releases, and operational changes.

Requirements

• 2+ years of experience managing a Customer Support team in a fintech, SaaS, or technology-driven company.
• Proven track record in recruiting, training, and developing support teams.
• Deep understanding of support operations, KPIs, and process optimization.
• Experience with support and data tools such as Intercom, Fin by Intercom, Monday, SQL, Databricks, MongoDB.
• Strong collaboration skills, especially with Finance, Product, and R&D teams.
• Excellent communication skills - both written and verbal with a customer-first mindset.
• Analytical and data-driven approach with strong organizational capabilities.
• Hands-on attitude and the ability to thrive in a fast-moving, scaling environment.
• Passion for delivering world-class service and driving operational excellence.

Why Join Us?

Join a fast-growing fintech that’s redefining how people experience global payments.

Build and lead a world-class support organization from the ground up.

Collaborate with passionate professionals in Product, R&D, and Finance to shape the customer journey.

Enjoy a culture that values ownership, transparency, and growth.