Customer Experience/Support Head (Fintech Digital Bank)

A Customer Experience/Support Head (Fintech Digital Bank) job has become available at a leading digital bank.

About the Customer Experience/Support Head (Fintech Digital Bank) Role:
In this job, you must have a strong background and knowledge in building contact centre processes, knowledge base and metrics from ground up, planning, forecasting, staffing, people management and stakeholder management. Experience in contact centre fintech and startup is an advantage.

Key Responsibilities:

• Build the business strategy for the company's customer support team, including planning, budgeting, and setting performance targets and objectives to ensure optimal quality, effectiveness, and efficiency
• Shape the entire customer experience, the standard of service is consistent, exceptionally high
• Lead, grow, and develop a team of Customer Support Agents, setting the standard for what growth and development looks like in the Customer Support team
• Collaborate with the executive team to formulate, evolve, and realise the strategic vision for Customer Support
• Work cross-team to communicate key insights and obstacles to the teams and the broader company, while contributing to the planning and growth of our global offering
• Act as a senior point of contact, handle escalations, BSP communication regarding consumer complaints, and escalate to senior management as appropriate

To succeed in this Customer Experience/Support Head (Fintech Digital Bank) role, you must have a strong background and knowledge in building contact centre processes, knowledge base and metrics from ground up, planning, forecasting, staffing, people management and stakeholder management. Experience in fintech or digital bank startup is an advantage.

Key Requirements:

• At least five to seven years of experience, three of which is in a similar position preferably in a fintech/digitally enabled bank
• Significant experience as a manager and team builder
• Experience with customer support tools
• in-depth experience in customer experience and service, CRM tools and operation
• Very well organised, set priorities and take responsibility
• Open to new ideas and innovation
• Celebrates diverse perspective
• Has the courage to speak-up and challenge new ideas
• Collaborative; ego out the door
• Values trust and transparency

The leading digital bank does not need an introduction.

If you have the drive and determination to contribute your expertise in a fast-paced highly competitive fintech start up environment this Customer Experience/Support Head (Fintech Digital Bank) role is for you.

Apply now to learn more.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.