Customer Support Manager

August 25

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fintech • payroll • eor • compliance • saas

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Description

• Oversee and lead the customer support team. • Provide unparalleled customer service. • Inspire, motivate, and unite their team. • Deliver support to clients, contractors, and external employees via live chat and email. • Act as the team’s subject matter expert, guiding the resolution of complex cases. • Serve as the point of contact for external partners to resolve issues efficiently. • Ensure exceptional customer support by taking responsibility for the CSAT score. • Hire, train, and develop a high-performing customer support team. • Act as the primary contact for escalated customer issues. • Collect feedback, identify challenges, and implement improvements in workflows and process documentation. • Improve and update support documentation and user guides.

Requirements

• Fintech experience is a must, with demonstrable experience in digital and cross-border payments. • 5+ years of experience in customer support management, BPO experience is strongly preferred • Strong operational understanding with a passion for leading and developing high-performing teams, making a tangible impact. • Solid knowledge of CRM systems and ticketing tools. • Tactical, data-driven approach to problem-solving and decision-making. • Excellent communication and interpersonal skills, both written and verbal. • Ability to thrive in a fast-paced, dynamic environment. • Embrace an open feedback culture, comfortable with giving and receiving feedback at all levels of the organization. • Experience with remote work and managing international teams is a plus.

Benefits

• Interesting, challenging, fast-growing projects • Remote work • Opportunities for professional growth and development • Dynamic and collaborative work environment