Head - Customer Service - FinTech

One of the Fintech company is looking to hire a Head of Customer Service / Experience to build the team and processes from ground up. We will be doing both voice and non-voice (chat based) support.

Responsibilities :

- Build the customer service org structure : this includes coming up with the interview processes and protocol, filling the headcount and training the new hires 

- Write and iterate on exhaustive air-tight SOPs and policies to streamline the customer support experience 

- Custodian of NPS. Coordinating with all cross functional stakeholders on action items

- To manage and innovate customer complaint management system to reduce customer complaints 

- Manage & develop quality team to enhance and control call centre/service quality standards and measurement for all customer touch points 

- Analyse all customer service metrics (e.g. CSAT, FCR) and how the support team's performance affects those KPI's 

- Review and improve CS agents- conversations (calls, emails, chat, etc) - To measure and improve CSAT 

- To identify, manage & lead CX improvement projects based on performance on key customer facing parameters 

- Identifying training needs based on skills gap analyses, developing group and individual learning courses 

- Contract outside partners as needed and run operations

Profile :

- 6 years experience within a Customer Service role, preferably in consumer internet startups, building in-house teams and working with external vendors

- Customer obsession in everything you do

- You possess excellent interpersonal as well as written and verbal communication skills. 

- You pay strong attention to detail and deliver work that is of a high standard

- You are a strong team player who can manage multiple stakeholders

- Strong data analysis skills and experience working on data driven customer success projects 

- Ability to adapt, change and grow quickly as we build the organization