Director – Customer Experience – FinTech (6-10 yrs)

Company Profile

We are young (well, in our mind we are really young!) innovators and problem solvers. The Founding Team believes in making a difference by aggressively driving change and innovation in FinTech space.Company was founded in October 2019, by IIT- B Alumni.

Opportunity :

Our journey has just begun. This gives willing candidates a steep learning curve, plenty of room to explore, innovate and be a part of the core team that believes in reshaping the financial industry. What more?? We promise you lots of fun along the journey!

Expectation :

We are looking for fast paced, start-up enthusiasts who understand the financial world and want to look at it from the eye of a customer, those who can look at a problem as a whole and connect the next dots

Roles and Responsibilities :

– Setting up customer service team and process from scratch

– Leading and supporting customer service teams through required changes

– Assisting with the design and rollout of new support channels and service offerings

– Specifying and building tools to improve the speed and quality of support

– Analyzing support workflows and making suggestions to improve efficiency and effectiveness

– Working closely with product teams to understand and give input into product changes relating to the customer service department

– Identifying and acting to remove obstacles to delivering consistently high levels of service

– Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget

Skills & Experience :

– Experience delivering frontline customer service

– Demonstrated understanding of common customer service tools and processes

– A track record of business process improvement using latest technology

– Proven leadership and team motivation skills

– Experience in scheduling and forecasting

– Ability to analyze and identify improvements in service systems

– Experience in managing cross-team projects to completion