JOB DESCRIPTION
?? Hi, we are FintechOS! We are the global leader in fintech enablement, dedicated to democratizing fintech innovation for all companies. Our platform simplifies and expedites the launch, servicing, and expansion of financial products and services, enabling businesses to realize value up to ten times faster than traditional methods.
Unlike conventional financial technologies, FintechOS liberates data from the core, empowering the creation of personalized and differentiated products and customer journeys at scale. As a cloud-native platform, FintechOS seamlessly integrates with any ecosystem tech or service, accommodating existing and legacy tech infrastructures.
We take pride in not only our exceptional platform but also our diverse and experienced tech team.
About the role
FintechOS is seeking a dynamic and experienced Director of Customer Service to lead our customer support operations. The ideal candidate will have a strong background in customer service management, a passion for delivering exceptional customer experiences, and the ability to lead and inspire a team.
What you’ll do:
- Develop and implement strategies to enhance the overall customer service experience, ensuring high levels of customer satisfaction and retention.
- Lead and manage a team of customer support professionals, providing guidance, coaching, and mentorship to drive performance and achieve departmental goals.
- Establish and maintain key performance indicators (KPIs) to measure the effectiveness of the customer support team and identify areas for improvement.
- Collaborate cross-functionally with internal teams, including product development, sales, and marketing, to address customer issues and drive continuous improvement.
- Develop and implement training programs to ensure that customer support team members have the knowledge and skills needed to effectively assist customers and resolve issues.
- Proactively identify trends and patterns in customer inquiries and feedback, providing insights to inform product development and enhancement initiatives.
- Serve as the primary point of contact for escalated customer issues, working closely with internal stakeholders to ensure timely resolution and customer satisfaction.
- Stay abreast of industry trends and best practices in customer support and leverage this knowledge to continuously improve our support operations.
What you’ll need:
- Bachelor’s degree in business administration, management, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in customer service management, preferably in the fintech or financial services industry.
- Proven track record of successfully leading and managing a customer support team, driving performance, and achieving departmental goals.
- Strong interpersonal and communication skills, with the ability to effectively interact with customers, internal teams, and senior leadership.
- Strategic thinker with the ability to develop and execute initiatives to enhance customer experience.
- Analytical mindset with the ability to leverage data to drive decision-making and identify areas for improvement.
- Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
- Passion for delivering exceptional customer experiences and a commitment to continuous improvement.
If you are a passionate and driven individual with a desire to lead a high-performing customer service team and make a meaningful impact in the fintech industry, we encourage you to apply for the Director of Customer Service position at FintechOS.
Our Culture
- We are a highly motivated team tackling a significant technical challenge in one of the largest industries globally.
- At FintechOS, we are committed to fostering a diverse and inclusive environment where all talented individuals feel valued and empowered to do their best work.
- We prioritize equality and celebrate diversity across race, gender, sexual orientation, religion, ethnicity, national origin, and other unique characteristics.
Quick Facts
- We are a venture-backed business co-headquartered in New York and London.
- Our international client base includes prestigious companies such as Groupe Société Générale, Admiral Group, and BPCE Oney, as well as innovative players like Vibrant, eMag, and Howden.
- Our partners encompass niche consulting agencies and global consulting firms and systems integrators, including Deloitte, EY, and PWC.
