Customer Support Manager
vor 3 Wochen
We are a neobank which opens up new opportunities for interaction between users and communities
Tasks
- Own customer support journey
- Build & manage support processes via different channels, including feedback received from SMM and other channels
- At first stages respond to customer feedback, build & manage support team
- Think and build support in terms of influencing product metrics:
- user satisfaction
- NPS
- retention
- Gather & analyse customer feedback data and present results to product and relevant teams
- Influence product increment improvements, by offering possible solutions with measured potential results, for instance FAQ, onboarding or even user flows, with the goal to:
- reduce number of tickets opened
- increase time to resolve
- satisfaction metrics
- Build positive customer experience influencing brand loyalty
- Promote retention of customers and overall positive experience with the brand
- Evaluate and improve proactive support materials for customers
- At start, handle and resolve customer requests and complaints
- Aid in product design and product development
**Requirements**:
- 3-5 years of Experience in fintech or any related industries on customer success position strongly preferred
- Experience of successfully building and managing support processes and teams
- Good knowledge of European market
- Proven experience to help you navigate through difficult client conversations and come to a satisfactory resolution
- Strong presentation skills and credibility with audiences of all levels
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive relationships with customers
- Technical skills required, as they relate for the use of the product to service to be solid
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Excellent communication and interpersonal skills.
- Deep knowledge of customer support processes.
- Native / Fluent in English and German
**Benefits**:
A competitive remuneration package with a performance bonus structure
- Extensive career progression opportunities internally
- A diverse and multicultural working environment, cutting across various geographical locations with flexible working conditions
- High performing and open organisational culture
- Be a part of management team
- Company option share
- Being a part of management team
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