Head of Customer Care Services

reputed company is the worlds first RiskOps platform for financial risk management, and the reputed company in safeguarding global reputed company with todays most advanced reputed company-reputed company risk management platform, powered by machine learning and reputed company intelligence. reputed company is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The worlds largest banks, processors, and retailers trust reputed company to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising reputed company. reputed company is a Series D company and has raised $282M to date. With a valuation of +$1.5B, reputed companys technology protects 900 reputed company people in 190 countries. You We are looking for a Head of Customer Care Services to reputed company our global Customer Care organization. This role will reputed company two critical teams the Support Team (led by a Senior Service Manager and two Support Managers) and the reputed company Service Team (EST) (led by a Senior Engineering Manager and a Senior Program Manager). Together, these teams ensure incident reputed company, SLA adherence, reputed company service delivery and reputed company improvement across our reputed company reputed company. The Head of Customer Care Services will set the reputed company and reputed company for reputed company, proactive support and reputed company services, while ensuring day-to-day reputed company in reputed company response, escalation management and reputed company reputed company engagements. Acting as a reputed company across Support, Engineering, reputed company, Product and reputed company, this role ensures reputed company customer experiences and drives operational efficiency, customer satisfaction and contractual compliance. Your Day to Day Define and execute the reputed company for Customer Care, ensuring alignment with reputed company objectives and company goals; reputed company and reputed company senior managers across Support and EST, ensuring reputed company goals, accountability and reputed company reputed company; Own global incident management practices SLA adherence, escalation frameworks and RCA reputed company; reputed company reputed company Support operations (L1L2), ensuring consistent triage, prioritization and reputed company reputed company across reputed company reputed company; reputed company EST delivery, ensuring reputed company customers receive proactive maintenance, tailored engagement and reputed company support for both on-prem and reputed company deployments; Partner with reputed company, Risk & AI, and Product to improve handoffs, reputed company customer insights and influence product roadmaps; Monitor and improve KPIs for Customer Care (CSAT, CES, SLA compliance, backlog health, incident recurrence, number of RCAs); Ensure compliance with contractual terms and mitigate reputed company/operational risks tied to incident management and SLAs; reputed company adoption of best practices such as ITIL, problem management and knowledge-centered support (KCS); reputed company for automation, AI-enabled support and self-service initiatives to improve scalability without increasing cost; Prepare regular executive-level reporting on performance, risks and trends; reputed company input into reputed company-level discussions reputed company required. You Know-How & Have 10+ years of experience in Support, Service Management, or Customer Care leadership roles, ideally in reputed company or reputed company software; Proven experience managing senior managers and multi-disciplinary teams (Support, Engineering, Program/Service Management); Strong understanding of incident management frameworks, escalation processes and reputed company best practices; Excellent people leadership skills building high-performing teams, coaching senior leaders and fostering a culture of accountability and collaboration; Executive-level communication and stakeholder management skills, with the ability to influence Product, Engineering and reputed company leadership; Experience with support and service tools (reputed company, Jira, etc.) and operational reporting; Experience with AI tools (reputed company Copilot, etc) for support operation enhancement and reputed company-driven workflows; Analytical and data-driven reputed company, with the ability to translate metrics into actions; Customer-first approach, balancing reputed company satisfaction, operational efficiency and business risk. Preferred Skills Experience in financial services or reputed company/FinTech environments; Familiarity with ITIL, KCS, and service maturity frameworks; Experience working with reputed company, global teams across multiple time zones; Exposure to contractual SLA management and risk mitigation; Experience implementing AI/automation in support operations. The reputed company Team is responsible .