Fotis Yiannakou: Setting the Standard for Global Support

Introducing Fotis Yiannakou, Head of Customer Support at Finera.
With over 16 years in customer service and a sharp focus on digital platforms, Fotis leads the team responsible for supporting clients 24/7.
He is building a support model that goes beyond fast replies. It’s precise, personal, and designed to help businesses stay in control of their payment operations.
At Finera, support isn’t an add-on. It’s part of the product, and Fotis makes sure it works as well as the technology behind it.

A Day in the Life

Fotis starts every day with data. Performance dashboards, ticket flows, and response metrics help the team stay focused and responsive. He works closely with product and engineering to ensure client feedback drives improvement.

His background spans years of hands-on service and leadership in digital-first companies. That experience shaped his approach to support—structured, responsive, and grounded in real-time insight.

“I was drawn to Finera by its bold vision to transform global payments and the opportunity to help shape a truly customer-centric support model within the fintech space.”

At Finera, he leads global and 24/7 support operations and helps embed the voice of the customer into every part of the business.

Solving Problems Without Slowing You Down

Support at Finera isn’t reactive—it’s fast, focused, and informed. Fotis and his team are set up to respond quickly, work cross-functionally, and guide clients through complex queries with clarity and care.

The priority is to resolve issues clearly and quickly, with minimal disruption to the client. Every agent is trained to provide relevant, contextual help, no matter the size of your business.

“We work hand in hand with clients and internal experts to resolve issues swiftly, offering clear guidance and ensuring minimal business disruption.”

Technology That Enables Better Support

Fotis introduced key tools to help the team work smarter—real-time monitoring, performance dashboards, and seamless CRM integrations.
Zendesk Explore, Tableau, and Salesforce play a major role in giving the team full visibility into support trends and client history.

This setup allows them to act quickly, even during spikes in volume, and ensure every client interaction reflects a clear understanding of their business.

“Our tech stack integrates real-time monitoring, automation, and data enrichment, allowing our agents to identify and resolve issues proactively.”

Leading with Clarity, Not Scripts

Fotis leads with a balance of high standards and trust. His team culture is built on collaboration, continuous learning, and psychological safety.

He encourages open feedback, cross-training, and personal development—not just to meet KPIs, but to create a team that clients can rely on.

“I always say that I am ‘tough on my targets, but soft on the people’.”

That approach showed itself clearly during a recent spike in support volume. The team held service levels, stayed responsive, and delivered consistent quality without missing a step.

Preparing for What’s Next

Looking ahead, Fotis sees support becoming more consultative and proactive. His focus is on scaling without losing quality, expanding self-service tools, and strengthening the link between client feedback and product decisions.

“As we grow, I envision a greater emphasis on automation paired with high-touch service for strategic accounts—blending scale with rapport.”

His work aligns closely with Finera’s broader support model, which positions 24/7 expert help as a core part of the platform, not an add-on.

[Read more about why 24/7 support matters for your business.]

Final Advice for Growing Teams

The advice that Fotis gives to other teams is clear: listen with intention, act with precision, and never lose focus on the person behind the request.

“Start by listening—deeply and consistently. Both internally and externally. Build strong feedback mechanisms, invest in the right tools, and never lose sight of the people behind the tickets.”

Find out how Finera combines smart payment infrastructure with 24/7 expert support to keep your business moving.

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