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Head of Customer Experience

Poziții disponibile: O poziție
119
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FULL-TIME
Servicii & BPO
Chisinau
Silverbird Global Limited

In this role, you will:

  • Own and drive the customer support plan to improve operational scale and efficiency while ensuring an excellent customer experience and driving customer retention, loyalty, and satisfaction;
  • Lead, inspire and develop a highly motivated team. This includes hiring, coaching, motivation, professional development, and employee retention. We’re looking for someone who can lead by example to cultivate and maintain Silverbird culture and best practices within the team;
  • Report through KPIs and OKRs, including efficiency indicators (e.g. time to resolution) and quality indicators;
  • Bring an analytical and rigorous approach to Customer Success processes and decision making through the use of data, market information, and client feedback;
  • Adopt a continuous improvement mindset and seek opportunities to improve KPIs and efficiency;
  • Create a work environment that supports and values a high degree of professionalism, enthusiasm, and teamwork.
  • Launch outsourcing call centres in developing countries (Asia, Africa).

Requirements:

  • An outstanding customer experience leader with a strong track record of successfully building and managing customer support and success teams leading the growth within a customer-centric and commercially minded business (preferably within a growth-stage B2B FinTech organization).
  • A growth obsessed person, with a laser-sharp focus on growth-related problem-solving and execution.
  • A very hands-on leader: You do whatever it takes to deliver the KPIs of this week, month or quarter - whether that means testing our services together with the product team to ensure the best experience for our customers or finding someone speaking a rare dialect within a couple of hours to onboard a new client.
  • A persistent why-asker with distinct hacker mentality to go unconventional unorthodox ways to ensure outstanding results.
  • A proven team manager (10+ people over the last years) to build the most loyal, customer-centric and ad hoc problem-solving team that has all the opportunities to grow and develop within the organisation.
  • A huge data-lover, a highly analytical mathematically acute professional.
  • Above all, the successful candidate should embody our passion and drive to change the way international merchants transact globally - think, feel and engage with their finances while pursuing freedom of trade.

Benefits:

  • Competitive salary and bonuses
  • Large and comfortable office in the very center of the city
  • Key role in the company
  • Opportunity to build your great team and help talents in your team to thrive
  • Dynamic start-up environment and a diverse international team
  • Strong and inspiring C-level team
  • Future relocation within Europe or to the UK for the next assignment with the company


Head of Customer Experience
Silverbird Global Limited
  • Chisinau
  • Chișinău

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