Head of Support (PayJustNow) at Weaver Fintech Ltd

Role Overview

• The Head of Customer Support leads customer operations across voice, digital, chat, and self‑service channels, ensuring a seamless, scalable, and high‑quality experience for all customers in a fast‑moving FinTech environment.

Scope

• This role covers PayJustNow support operations and second‑line MVNO / PJN Mobile support, including digital tooling, escalation pathways, and knowledge management.

Key Responsibilities

Leadership & Strategy

• Set the customer support strategy and convert it into clear goals and KPIs.
• Build a high‑performing, customer‑centric support organisation.
• Align support operations with cross‑functional teams such as Product, Tech, and Operations.

Operational Excellence

• Lead day‑to‑day operations across Customer Service, Support, and Digital Service Analytics.
• Improve service quality, turnaround times, and resolution performance.
• Manage escalated customer cases to ensure quick and fair resolution.

Digital Support & Automation

• Own Freshworks (or equivalent) platform optimisation across channels and workflows.
• Drive automation, AI‑enabled support, and digital‑journey enhancements.
• Oversee knowledge base management and ensure content accuracy and accessibility.

Incident & Problem Management

• Lead the response to digital service incidents and ensure timely communication.
• Conduct root‑cause analysis and implement preventative actions.
• Maintain documentation, incident logs, and post‑incident review practices.

Insights & Reporting

• Analyse customer behaviour, performance data, and feedback to identify trends.
• Report CX performance insights to senior leadership/Exco.
• Oversee QA frameworks that ensure consistent service quality.

People Leadership

• Lead, coach, and develop team leaders and specialists.
• Promote a culture of accountability, customer centricity, and continuous improvement.
• Manage performance, training alignment, and succession planning.

Governance & Financials

• Ensure compliance with regulatory, operational, and data‑protection standards.
• Manage budgets and identify opportunities for cost optimisation.
• Support risk assessments, audits, and operational governance.

About you

• 8–12 years in customer service/support, with 5+ years in leadership roles.
• Experience in FinTech, financial services, or digital‑first support environments.
• Proven success running multi‑channel operations at scale.

Core Leadership Strengths

• Customer‑centric leadership
• Data‑driven decision‑making
• Multi‑channel operations expertise (voice, chat, digital, self‑service)

Qualification

• Bachelor’s Degree (NQF 7) in Business, Customer Experience, Operations, or related field.