We're hiring a Global Customer Support/Experience (SaaS B2B) Lead who stands out from the crowd, bringing extensive experience in customer support management. As a key player in our customer-facing unit, you'll take charge of a team of experience / support agents, delivering an innovative solution designed to outsmart fraud using cutting-edge technology. Our mission is to provide our clients with the strongest defense against chargebacks, driving up their revenue and profit margins. Join us as we embark on this exciting journey to redefine the battle against fraud.
Your Arena:
Manage and lead an offshore team of customer experience/support agents, promoting a culture of excellence to ensure the continuous delivery of top-tier customer service around the clock.
Drive the development and implementation of support protocols, policies, and procedures to enhance both operational efficiency and effectiveness aiming to empower our end-users.
Create and continuously monitor and analyze key performance metrics and indicators to ensure both commercial and strategic targets are consistently met or surpassed.
Conduct regular performance evaluations of team members and provide constructive feedback and coaching to team members ensuring continuous quality improvement.
Review and monitor requests to create and promote data-based self-service plans aiming to reduce the number of cases and improve overall efficiency and unit economics.
Build and maintain an ever-growing knowledge base, documenting best practices, frequently asked questions, product videos, and resolution strategies to empower the support team, improve efficiency, and cater to the companys growth.
Onboard and mentor new employees, enrich team training and knowledge Guide and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards.
Proactively provide hands-on assistance and guidance to team members, offering support in handling escalated customer inquiries or resolving issues promptly and effectively.
Closely collaborate with other departments, such as Customer Success, Operations, and Sales, to both address customer needs and contribute to overall product and offering evolution.
Requirements: 3 years of hands-on experience as a technical customer experience / support leader - Must.
1-2 years of management experience, overseeing a team of five employees or more - Must.
High proficiency in English (reading, speaking & writing) - Must!
Strong leadership and management skills, with proven ability to motivate and inspire team members.
Previous experience within the fintech and payment processing industry, along with a solid understanding of the chargeback space is a significant advantage.
Bachelor's degree in Computer Science, Business Administration, Marketing, or a related field.
Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions and tell compelling stories through data.
Proficient in support software as well as customer relationship systems (Intercom, Hubspot, Zendesk and others).
Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments.
Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.
This position is open to all candidates.