Customer Experience Manager
Do you want to work for a support team, unlike any other support organization? Are you an exceptional people coach, data-driven and goals oriented professional? Are you excited about leading teams to success? Are you obsessed with quality and customer satisfaction? If you answered yes, so this role is for you.
WHY THIS JOB?
Be a part of the fastest growing fintech company in Moldova. Join the rapidly expanding organization and support an expanding global network of clients. A key benefit of this company is that you get to deal with the international environment in your home country.
- Create key processes in customer service
- Decide which instruments can be best suitable
- Manage and coach a team that you will hire and grow
- Report team performance and analyze, plan, and execute improvement plans to reach aggressive goals
- Contribute to new product imports and proof of concept trials as part of our growth and innovation strategies
WHAT YOU'LL BE DOING. INTERESTED?!
In this role, creating and mentoring is key, and we are looking for exceptional people. Managers who are excited by the mission of developing teams. You will share our values and can keep pace. You will shape the approach and quality bar we need to ensure our customers are satisfied with our services, no matter where they are in the world. Depending on the situation your day could start with: 1:1 meeting where the metrics are reviewed, feedback on the call and ticket analysis is given; and any blockers that agents have been discussed.
Ad-hoc meetings:when agents need help/guidance on a specific topic (from soft-skill advice to technical product information).
Weekly meetings: enforcing team updates, process changes, and/or improvements.
Collaborating on a knowledge base and playbooks: whenever you notice a pattern be it ‘’wrong information’’ sharing, insecurity of clients or missing information, you partner up with knowledge team and ensure that knowledge is captured and then widely spread.
Give visibility and manage the whole end to end process for incidents, requests and escalations, using our innovative tools: you have become an expert on our internal tool that you will be part of its creation.
Show quarter over quarter improvement: You will be measured by the quality and productivity of your teams on a weekly basis. You have to be comfortable with receiving daily feedback on the team’s performance and fix what’s broken at the speed of light.
Keep the pace: you will be part of a fast pace environment where information, processes, and procedures can change from one day to the other, and you need to keep up the pace. It can become challenging to maintain focus as you have to ensure that you are in line with company goals. You will offer the right amount of attention to each of your team members, that you monitor the flow of information, pay attention to customer escalations, provide an excellent service and on the top of all this, you have to increase your team’s productivity. As an experienced professional this is what can drive to your most significant breakthroughs and allow you to make improvements in everything that you touch.
If all sounds like you, send your resume to email@example.com mentioning the job title: Customer Support Lead. Good luck with your application!