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Vacancy

Vacancy

Customer Success Manager

Vacancy code: CSM

HR-Consulting (www.search4staff.com) on behalf of his client - a financial technology company providing online banking for cross-border trade.

Responsibilities:


● Leading customer support and customer success team;

● Develop, own and lead our customer support strategy and oversee the customer support

experience;

● Create, document and implement processes, policies, and standards;

● Own our customer support reporting and KPIs, including efficiency indicators (e.g. time to

resolution) and quality indicators;

● Recruiting, training and mentoring new team members;

● Oversee our 'proactive' support, surprising and delighting customers with responses to feedback

and outreach;

● Act as a senior point of contact for customers, driving the investigation and solution of escalated customer issues;

 

Skills & Experience:

 

● Ideally, have 2+ years of experience building and managing customer support function for a B2B fintech company;

● Strong convictions and ideas on what makes a great customer support experience;

● Care and empathy for the customer and their experience and willingness to go above and beyond to exceed customer expectations;

● Always looking for ways to solve problems for customers and able to get the right people involved (across functions) to ensure solutions are quick and effective;

● Excellent leadership, organisational and time management skills;

● Able to prioritise effectively, work to deadlines and cope under pressure.

 

Do you meet the requirements indicated above?

Then send your CV to rr10@search4staff.com 

Remember to indicate the relevant vacancy code CSM in the subject line or resume.

For more information, please call: +373 62101257

 

 

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062101257

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