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