تومن | Toman

کامپیوتر، فناوری اطلاعات و اینترنت ۵۱ تا ۲۰۰ نفر tomanpay.com/

فرصت‌های شغلی ۱۳

استخدام Head of Customer Support

دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

سه تا شش سال
حقوق

توافقی

شرح موقعیت شغلی

Toman is one of Iran’s larger fintech groups, with several business units and products across payments and financial services. C-Side is one of them. C-Side develops products that enable secure and efficient transactions between parties, particularly in situations where trust, payment timing or transaction fulfilment can be challenging. Its products include Escrow Payment, which holds funds until the transaction conditions are met, and Toman Core, which supports high-frequency, on-the-spot payments. At Toman, a leading fintech group, we are looking for an experienced and strategic Head of Customer Support to lead our C-Side support team.

Key Responsibilities:

Strategic Leadership: Leading the end-to-end support function, including CX strategy, performance frameworks, and team management.
Operational Excellence: Managing distinct support workstreams (complex disputes vs. high-frequency live payments) and ensuring operational stability.
Process & Quality: Owning QA/QC frameworks, documentation standards for dispute resolution, and defining escalation paths.
Performance & Reporting: Driving performance metrics (CSAT, AHT, Service Level) and providing structured reporting to leadership.
Capacity Planning: Overseeing shift management, hiring, and scaling resources to meet fluctuating demand.
Cross-functional Collaboration: Partnering with Product, Tech, Legal, and Operations to resolve systemic issues and drive automation/AI initiatives.

Requirements:

Leadership: 2+ years of experience leading teams of 10+, including management through middle management (supervisors/team leads).
CX & QA Expertise: Demonstrated success in defining CX strategy and managing rigorous QA/QC frameworks.
Analytical Skills: Deep understanding of contact center metrics and the ability to balance trade-offs between speed, quality, and cost.
Operational Maturity: Proven track record in scaling processes and maintaining stability during growth.
Soft Skills: Structural thinking, strong decision-making, and the ability to influence stakeholders across departments without direct authority.
Bonus Qualifications: Fintech/payments background, experience with WFM/CRM/AI-based support tools, and expertise in automation.

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معرفی شرکت

استارتاپ "تومن" در حال حاضر مشغول فعالیت در حوزه فینتک است. ما در "تومن" به پشتوانه فهم عمیق از کسب‌وکار و تیم جوان، متعهد و متخصص خود به دنبال ایجاد محصولی منحصربفرد و برندی ماندگار در صنعت پرداخت کشور هستیم.
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همکاری با "تومن" علاوه بر شرایط جذاب کاری، فرصت یادگیری، خلاقیت، ایده پردازی را برای شما فراهم و مسیر توسعه فردی و حرفه ای شما را هموارتر می کند.