This role is responsible for overseeing the customer support team, ensuring that customers receive exceptional service while using the product.
This position requires a deep understanding of the FinTech landscape, exceptional leadership skills, and a customer-centric approach to ensure a seamless, high-quality support experience for users.
Client Details A start-up in the FinTech investments space.
Description Key Responsibilities:
Lead, mentor, and manage the internal and external customer service team ensuring they are well-equipped to handle enquiries, troubleshoot issues, and deliver excellent customer service.
Develop and implement the strategic vision for the customer service function, aligning with the company's business goals and customer experience objectives.
Establish and monitor customer satisfaction metrics, such as CSAT, NPS, and FCR (First Contact Resolution), ensuring the company meets or exceeds industry benchmarks for customer support.
Oversee day-to-day customer service operations, ensuring efficient and effective handling of customer inquiries, technical issues, and complaints.
Implement and manage customer service workflows, ensuring that all customer interactions are resolved in a timely, accurate, and professional manner.
Act as an escalation point for complex or sensitive customer issues, ensuring they are resolved in a manner that upholds the company's reputation and satisfies the customer.
Perform customer onboarding KYC and AML reviews and escalations.
Work closely with the product and compliance teams to ensure that customer service representatives are well-informed about new product updates, security measures, or policy changes.
Ensure the team adheres to all relevant regulatory requirements, including financial regulations, and security protocols when handling customer interactions.
Profile The successful candidate should have:
Experience scaling customer service operations in a high-growth, digital-first organization.
Familiarity with customer journey mapping and designing customer experience strategies.
Ability to build strong relationships with cross-functional teams, including product development, engineering, and marketing.
Experience managing both transaction monitoring and first line customer service teams.
Job Offer This role offers a fantastic opportunity to join a fast growth start-up at an incredibly exciting time, a competitive salary package, and an opportunity to take your career to the next level.
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