The Customer Operations Manager will be responsible for creating and setting up the Customer Service function for a new start up Fintech company. 4 month specialist position pre and post launch of the company.
Client Details
Our client is a new online digital app based savings platform. This is an extremely exciting time to be part of the company and be responsible for creating information that is communicated to customers.
Description
Overseeing the development of our customer service program. This will entail:
- Working with an experienced outsourced partner to determine the critical customer service channels required at go-live and post launch
- Work with our COO to ensure that the integrations work seamlessly with our App, website and internal IT
- Develop scripts for the most likely customer support needs working with our Head of Compliance and Head of Marketing to ensure the Kaldi tone of voice is properly represented and all scripts meet our regulatory guidelines.
- Work with the Head of Compliance to ensure customer onboarding support, transaction monitoring/screening is compliant as well as auditable as required
- Work with the Head of Marketing to look at CRM activities that can be supported by Customer Service to aid in customer acquisition, retention and activity
- Create a regular reporting mechanism for C-suite to give an overview of areas of improvement/concern based on consumer feedback
- Train as required support staff
Profile
A successful Customer Support Manager should have:
- Experience of writing customer service script in a FCA regulated environment
- Previous exposure within a Fintech start up
- Ability to work in stand alone role
- Experience of handling complex financial complaints
Job Offer
- Initial 4 month specialist project.
- An opportunity to work in a vibrant and fast-paced start up environment
- A supportive and collaborative company culture.
- Unique opportunity to work in a growing sector within financial technology.