Customer Support Lead (Remote) at Didii

Job Description

Didii is hiring a Customer Support Lead to manage and scale its customer experience operations. This role is ideal for someone who understands the pressure of handling urgent customer issues in a fintech environment and can lead a support team with speed, empathy, and structure. The successful candidate will play a key role in improving customer trust, response times, and communication across multiple support channels.

Responsibilities

• Hire, train, and manage a customer support team across WhatsApp, in-app chat, and social media platforms
• Develop and improve escalation processes between support and engineering teams during live incidents
• Monitor and improve customer satisfaction metrics, including NPS and first-response SLAs
• Collaborate with product managers and engineers to turn recurring support issues into product improvements
• Create support playbooks, workflows, and operational processes for better service delivery
• Ensure customers receive timely, professional, and empathetic responses during high-pressure situations

Requirements

• Minimum of 4 years’ experience in customer support or customer experience leadership within a consumer fintech company
• Strong understanding of customer operations, support systems, and escalation management
• Excellent written communication skills with a relatable and natural communication style
• Experience leading a team through critical money-transfer or payment-related incidents
• Ability to build operational processes and support documentation from scratch
• Strong leadership, problem-solving, and stakeholder management skills