Head of Customer Relations

About the role

Shape how Hollis supports business clients, from the first inbound inquiry through ongoing service. This is a hands-on leadership role: establish service standards, guide account management and own complex escalations across product, operations and compliance. Experience with international founders, family offices, private-capital teams and ultra-high-net-worth business structures is valuable. The remit is business-client service, not investment advice or personal wealth management.

Our work calls for sound judgment, attention to detail and clear communication.

Where your work fits

Understand the service expectations of international holding companies, family-office business structures and private-capital teams. Translate that understanding into attentive service, clear documentation and appropriate escalation, without promising outcomes or offering personal wealth-management advice.

What you will do

• Own the customer-relations operating model, service standards and escalation procedures.
• Guide the Account Manager with clear priorities, coaching and quality review.
• Coordinate complex client issues with compliance, operations and engineering while preserving authorized decision-making.
• Maintain disciplined CRM and service records, complaint handling and documented follow-through.
• Use service metrics and client feedback to improve response quality, resolution and customer experience.
• Support existing relationships and independently initiated inquiries using approved materials, without cold solicitation or unapproved referral arrangements.

What you bring

• Experience leading customer relations, account management or client service in fintech, financial services or a comparable B2B environment.
• Demonstrated ability to establish service processes, coach colleagues and resolve complex escalations.
• Excellent judgment with confidential information and complex stakeholder relationships.
• Strong business writing, project coordination and CRM discipline.
• Ability to distinguish client service from regulated advice and compliance decisions.

Helpful, not essential

• Familiarity with cross-border corporate administration and adviser-led business structures.
• Experience coordinating among accountants, attorneys, company administrators and client operations teams.

Your contribution

A consistent customer experience, a well-supported account-management function and clear ownership of service quality and resolution.

Location & contract terms

All roles are remote and limited to candidates based in the United States or Europe, from Western Europe through Serbia. You must be based in a time zone no farther east than Serbia (CET/CEST) and be available for agreed collaboration hours with our headquarters in U.S. Eastern Time (ET). Country-specific engagement eligibility is confirmed before work begins.

Contract-based, with scope, duration and collaboration hours agreed in writing. Compensation negotiable based on experience, scope and location. Arrangements must meet local classification, employment-protection and pay-disclosure requirements.

Professional standards

Protect confidential information, complete required training and work within approved policies. Compliance decisions remain with authorized reviewers; client communications must be accurate and must not promise approval or bypass due diligence.