Head of Customer Service

This role is responsible for overseeing the customer support team, ensuring that customers receive exceptional service while using the product. This position requires a deep understanding of the FinTech landscape, exceptional leadership skills, and a customer-centric approach to ensure a seamless, high-quality support experience for users

Client Details

A start up in the Fintech investments space.

Description

Key Responsibilities:

• Lead, mentor, and manage the internal and external customer service team ensuring they are well-equipped to handle enquiries, troubleshoot issues, and deliver excellent customer service.
• Develop and implement the strategic vision for the customer service function, aligning with the company's business goals and customer experience objectives.
• Establish and monitor customer satisfaction metrics, such as CSAT, NPS, and FCR (First Contact Resolution), ensuring the company meets or exceeds industry benchmarks for customer support.
• Oversee day-to-day customer service operations, ensuring efficient and effective handling of customer inquiries, technical issues, and complaints.
• Implement and manage customer service workflows, ensuring that all customer interactions are resolved in a timely, accurate, and professional manner.
• Act as an escalation point for complex or sensitive customer issues, ensuring they are resolved in a manner that upholds the company's reputation and satisfies the customer.
• Perform customer onboarding KYC and AML reviews and escalations
• Work closely with the product and compliance teams to ensure that customer service representatives are well-informed about new product updates, security measures, or policy changes.
• Ensure the team adheres to all relevant regulatory requirements, including financial regulations, and security protocols when handling customer interactions.

Profile

The Successful candidate should have:

• Experience scaling customer service operations in a high-growth, digital-first organisation.
• Familiarity with customer journey mapping and designing customer experience strategies.
• Ability to build strong relationships with cross-functional teams, including product development, engineering, and marketing.
• experience managing both transaction monitoring and first line customer service teams.

Job Offer

This role offers a fantastic opportunity to join a fast growth start up at an incredibly exciting time, a competitive salary package, and a an opportunity to take your career to the next level.