About Us:
We are an exciting Fintech startup transforming the consumer lending landscape with our innovative, customer-centric financial products. Our mission is to empower individuals by offering fast, accessible, and transparent lending solutions. As we grow, we are looking for an experienced Customer Service Manager to build and lead our customer service function from the ground up.
Role Overview:
As the Customer Service Manager, you will be instrumental in setting up and managing our customer service operations. You'll develop strategies, hire and train a team, and create processes that ensure an outstanding customer experience. This is a hands-on role, perfect for someone passionate about building and scaling a team in a fast-paced startup environment.
Key Responsibilities: Establish and build a high-performing customer service team, including hiring, training, and mentoring team members.Develop and implement customer service strategies, processes, and policies to drive customer satisfaction, retention, and loyalty.Design and set up customer service tools, systems, and infrastructure for efficient and scalable support operations.Monitor customer service metrics and KPIs, identifying opportunities for improvement and implementing action plans.Collaborate closely with Product, Marketing, and Operations teams to create a seamless customer experience and support new product launches.Manage escalated customer issues, ensuring quick and effective resolution.Stay informed on industry trends, customer service best practices, and regulatory requirements to adapt strategies as needed. Key Qualifications: Proven experience in a customer service management role, preferably in a startup or FinTech environment.Demonstrated success in building and scaling a customer service team and function from scratch.Strong leadership skills with the ability to recruit, train, and motivate a team.Excellent communication, problem-solving, and organizational abilities.Experience with customer service software, CRM systems, and performance analysis.Knowledge of consumer lending products and regulatory requirements is a strong advantage. What We Offer: A competitive salary and stock options as part of our growing startup.An opportunity to shape and build a customer service function in a high-growth, innovative environment.Professional development opportunities and room for rapid career advancement.A collaborative and dynamic startup culture. #J-18808-Ljbffr