About Immigrant Invest
Immigrant Invest is a leader in investment migration, guiding successful individuals and families through complex legal processes across multiple countries. Our clients expect world-class expertise, absolute discretion, and a premium level of service — and we deliver just that.
Role Overview
We are seeking a dynamic and strategic Head of Client Services to lead, scale, and elevate our premium-level client service department. This role is pivotal in ensuring an exceptional client experience — from the moment of contract signing through to successful acquisition of their new citizenship or residency status.
The ideal candidate will bring a blend of leadership, operational excellence, and a deep commitment to client satisfaction. You will be responsible for streamlining processes, implementing intelligent systems, and maintaining consistently high service standards across countries and legal jurisdictions.
Key Responsibilities
- Design and enforce internal service standards — including response time and key control points throughout the client journey.
- Optimise team operations to reduce processing time, enhance internal collaboration, and improve client satisfaction metrics.
- Act as an escalation point for sensitive or high-profile cases, resolving issues with diplomacy and professionalism.
- Ensure seamless collaboration between legal experts, external partners, and client managers to deliver a unified client experience.
- Delegate and oversee responsibilities effectively, maintaining high accountability and performance within the team.
- Promote a culture of service excellence and continuous improvement, introducing innovative tools and best practices.
- Implement a client feedback system to capture insights and drive service enhancements.
- Champion the smart use of platforms and tools, driving adoption and improving process efficiency across the department.
Requirements
- Proven experience leading a client service or operations department, ideally in a high-touch, international, or legal services environment
- Comfortable working with CRM systems, process automation tools, and analytics platforms
- Strong understanding of client lifecycle management and service excellence principles
- Exceptional leadership, delegation, and conflict-resolution skills
- Process-oriented mindset with experience in system implementation or service design
- Fluent English and Russian (additional languages are a plus)
- Experience in working across jurisdictions or within a regulated environment is preferred
What We Offer
- A mission-driven, premium service environment with global impact
- The chance to shape and lead a high-performing department
- Collaborative international team and professional development opportunities
- Competitive salary and performance-based bonuses
- Flexible working arrangements
- Fully remote role with occasional trips to Malta or Portugal.