Head of Customer Services

Location: London - hybrid

Department: Customer Success

About Velexa

Velexa is a leading WealthTech innovator, providing cutting-edge investment technology to financial institutions, including retail and private banks, neobanks, brokerages, asset managers, and wealth management disruptors. Headquartered in London with operations in Sofia, GCC, and Brazil, Velexa has earned recognition as a top 100 WealthTech company, winning awards like "Best Trading Technology Solutions Provider" and "Start-up of the Year" in 2024. At Velexa, we thrive on innovation and collaboration to transform the investment landscape.

About the Role

As Head of Customer Services, you will lead and execute strategies that deliver exceptional customer experiences, drive satisfaction, retention, and business growth. This role requires a strategic, hands-on leader who is passionate about shaping a world-class customer journey.

Key Responsibilities

1. Customer Strategy & Engagement: Develop and implement strategies to deliver seamless customer experiences from acquisition through to long-term retention.
2. Escalation & Advocacy: Serve as the senior point of escalation, resolving complex issues swiftly and representing the voice of the customer.
3. Relationship Building: Build strong, long-term relationships with key stakeholders at executive levels to understand business needs and ensure success.
4. Revenue Growth & Protection: Identify upselling and cross-selling opportunities, safeguard revenue, and meet KPIs.
5. Onboarding & Success: Oversee onboarding to ensure clients realise value quickly and conduct regular business reviews to align on future goals.
6. Team Leadership: Lead and mentor Customer Success and L1 support teams, setting KPIs and driving a high-performance culture.
7. Process Optimisation: Continuously improve service delivery through data-driven insights, customer feedback, and refined processes.
8. Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing to ensure a seamless customer experience across all touchpoints.
9. Client Advocacy & Success: Ensure high customer satisfaction by addressing concerns, fostering advocacy programs, and using feedback to improve products.
10. KPI & Metrics: Establish and track KPIs for customer success, ensuring alignment with company goals and driving performance improvements.
11. Revenue & Account Growth: Protect revenue while identifying growth opportunities and developing strong relationships with key accounts.
12. Training & Development: Ensure the Customer Success and L1 teams have the necessary resources and training to succeed.

What We're Looking For

1. Experience: Proven experience in Customer Success or Account Management, with a track record of exceeding KPIs in fintech or WealthTech.
2. Leadership: Strong leadership skills with experience managing high-performing teams in a fast-paced environment.
3. Problem-Solving: Ability to resolve complex issues efficiently with innovative solutions.
4. Communication: Excellent communication skills, capable of engaging stakeholders at all levels.
5. Customer-Centric: A deep understanding of customer needs and a passion for delivering exceptional service.
6. Cultural Fit: Collaborative, humble, and aligned with Velexa's mission to democratise wealth management.

Why Join Us?

1. Innovate: Lead the future of customer experience in a rapidly growing WealthTech startup.
2. Impact: Transform the way financial institutions deliver value to clients.
3. Grow: Access professional development opportunities within a supportive, high-growth company.
4. Collaborate: Join a diverse, expert team that values inclusivity, collaboration, and innovation.