Customer Service Manager - FinTech

At Papel Holdings, we’re not just another Fintech company. We’re on a mission to revolutionize the financial landscape. From innovative banking solutions to cutting-edge digital asset products, we’re transforming how people interact with money.   

Careers at Papel suit those who want to have an impact, who are comfortable getting uncomfortable, willing to take risks and win big. We are brave, laser-focused and have high aptitude, with a little playfulness for good measure.  If you’re someone who thrives on high accountability, possesses a start-up spirit, and flair for industry-savvy solutions, you’ll fit right in.   

If this resonates with you, you’ll have the opportunity to make a real impact and be part of something that’s changing how we interact with money and wealth.

POSITION OBJECTIVE

We are seeking a Customer Service Manager to build and lead our customer support function from the ground up. This is a unique opportunity to shape how we serve our customers—defining the tools, processes, and team culture that will deliver an exceptional customer experience as we scale.

In this role, you will be responsible for designing and implementing foundational support operations, hiring and mentoring a small team, and owning day-to-day service delivery. You'll work closely with Product, Operations, Marketing and Compliance to ensure customer feedback is actioned and issues are resolved efficiently and compliantly.

As the first dedicated customer support leader, you’ll need to balance hands-on service delivery with strategic ownership of the customer experience function. You’ll implement systems, introduce service metrics, and drive a continuous improvement mindset as we transition from reactive to proactive support.

This is a critical role for ensuring trust, satisfaction, and long-term customer loyalty as our product and user base grows.

POSITION DUTIES

• Design and implement the customer support function from the ground up, including systems, processes, team structure, and KPIs.
• Own day-to-day service operations, ensuring timely, accurate, and high-quality responses across all customer support channels (e.g., email, chat, phone) in alignment with product and marketing strategy.
• Select, implement, and manage customer support tools (e.g., Zendesk, Intercom, Freshdesk), with a focus on scalability and integration with other systems.
• Define and monitor service metrics and SLAs, using data to continuously improve response times, resolution rates, and customer satisfaction.
• Hire, train, and lead a small team of support associates, instilling a customer-first mindset and a culture of accountability and continuous improvement.
• Develop internal documentation and knowledge bases for both customers and internal stakeholders, to drive faster and more consistent support outcomes.
• Act as the voice of the customer—identify recurring pain points and share feedback with Product, Operations, and Compliance to influence improvements.
• In alignment with Target Operating model, establish clear escalation paths and work with cross-functional teams to manage complex or high-risk support cases.
• Ensure compliance with relevant regulations, especially in sensitive areas like identity verification (KYC), payments, or financial data handling.
• Report on support performance and insights to leadership, including customer satisfaction trends, team productivity, and opportunities for automation.
• Oversee and manage a team of external customer support agents, providing guidance, training, and performance feedback.
• Develop and maintain a comprehensive knowledge base and FAQ resources.
• Build out a CRM with enriched actionable data.
• Maintain a high level of product knowledge to offer accurate and helpful solutions.

IMMEDIATE FOCUS

• Partner with Operations Manager to design and implement the initial customer support structure, including tools, SLAs, and escalation paths.
• Onboard and train the first wave of customer support resources (if not already in place).
• Act as the voice of the customer, providing feedback to Product and Ops to improve experience and reduce contact rate.
• Set up customer service tooling (e.g., helpdesk software, knowledge base, ticketing flows).
• In partnership with customer service manager, build workflows for high-risk customer scenarios (e.g., failed transactions, KYC rejections, fraud alerts).
• In partnership with product and marketing, develop canned responses and a tone-of-voice guide consistent with the brand.

• 5+ years of experience in customer support, service operations, or customer experience roles, with at least 2 years in a leadership or team management capacity.
• Proven success in building or scaling a customer support function in a startup, fintech, SaaS, or similarly fast-paced environment.
• Hands-on experience with support platforms and tools such as Zendesk, Intercom, Freshdesk, or equivalent—including setup, optimization, and reporting.
• Strong understanding of support metrics and SLAs, with the ability to build dashboards and track performance against KPIs.
• Demonstrated ability to lead, coach, and motivate a team, creating a high-performance, customer-centric culture.
• Experience with process design and documentation, including SOPs, escalation paths, and knowledge base content.
• Comfortable working cross-functionally with Product, Tech, Compliance, and Operations to resolve customer issues and drive service improvements.
• Excellent written and verbal communication skills, with the ability to translate technical or complex issues into clear, customer-friendly language.
• High level of empathy and professionalism, especially when handling sensitive issues or escalations.
• Bonus: Familiarity with compliance-related support, such as KYC, payment disputes, or regulated product support workflows.

KEY COMPETENCIES

• Customer-Centric Mindset – Prioritizes customer satisfaction and loyalty; actively champions the voice of the customer across the organization.
• Leadership & Team Building – Inspires and develops others; creates a supportive and accountable team culture focused on service excellence.
• Problem-Solving & Escalation Management – Approaches issues with a solution-oriented mindset; handles complex or sensitive cases with care and clarity.
• Communication – Communicates clearly and confidently across all channels, tailors messaging for customers, teams, and leadership alike.
• Empathy & Patience – Listens actively and responds with understanding, especially under pressure or in emotionally charged situations.
• Data-Driven Decision-Making – Uses service metrics, trends, and feedback to inform strategy, optimize workflows, and report performance.
• Cross-Functional Collaboration – Works well with Product, Tech, Compliance, and Ops to resolve customer issues and deliver service enhancements.
• Adaptability – Thrives in a fast-changing, ambiguous environment; flexible in approach while maintaining high standards. 

REQUIRED QUALIFICATIONS AND CERTIFICATIONS

• Bachelor’s degree in Business Administration, Communications, Management, or a related field.
• 5+ years of experience in customer service or customer experience roles, with at least 2 years in a managerial or team lead capacity.
• Customer Service or Experience certifications – e.g., HDI Customer Service Manager, CXPA Certified Customer Experience Professional.
• Support platform certifications – e.g., Zendesk Admin Certification, Intercom Product Training, or Freshdesk Certification.
• Conflict Resolution or Communication training – helpful for roles that involve direct customer handling, escalations, and team coaching.
• Bonus: Exposure to regulatory and compliance frameworks (e.g., KYC/AML) or certification in those areas is useful in fintech or financial services environments.

• Competitive pay
• Discretionary bonus
• Comprehensive Healthcare