If you are looking to leverage your 5+ years experience managing and expanding teams of Customer Support individuals while working for a fast growing FinTech Software company and are OK working onsite 3-5 days a week in the Greenwich/Stamford, CT area then this role might be for you!

Description

Our client is a high growth technology-driven software company. They built their business with the purpose of empowering people and improving their organizations, one payment at a time. They started their journey by providing smart and simple payment processing tools and products but haven’t stopped there. They are backed by a team of world-class experts and the best technology talent, and are committed to helping more new businesses get started, increase the revenues of our customers, and bridge the gap between online merchants and payment solutions. Their mission is to give companies the tools they need to change the future of their business.

Requirements

This position manages the entire support team which includes the Client Engagement Specialists and the Senior Client Engagement Specialists. As a senior manager, this role is responsible for hiring, termination, performance management, career development and overseeing the day-to-day responsibilities of the Client Engagement team. They will also be responsible for training new team members and making sure they are assimilated properly into the team. They will also be the escalation point for all issues that cannot be resolved by the rest of the team.

Responsibilities & Duties

• Develop and execute a strategic plan for scaling customer support operations, including the implementation of new tools, technologies, and processes
• Analyze and forecast support needs based on business growth, and plan resources accordingly
• Identify and implement best practices for customer support and call center operations
• Standardize processes and workflows to improve efficiency, consistency, and scalability.
• Supervise employees, including but not limited to conducting performance reviews, goal setting, providing guidance and working through employee relation issues within the team.
• Identify career development needs/opportunities for each individual member of the team.
• Interview and hire new team members
• Train new team members to ensure they understand our products, systems and how other departments work with this team to support clients/merchants.
• Manage and delegate, as needed, all tasks assigned to support team ensuring timely completion of open issues.
• Subject Matter Expert/Lead on investigating complex issues brought to us by either the merchants or agents and act as an escalation point to get problems resolved as quickly as possible, including questions regarding authorizations, batches, clearing, settlement, remote technical support for various payment terminals and payment gateways, along with triaging issues between other company departments.
• Provide customer service to existing clients over the phone and email.
• Take lead with projects assigned to the support team such as pricing updates and updating information for merchants ensuring they have the correct equipment for their business.
• Mentor new employees.
• Other duties as assigned.

Skills/Competencies

• Extremely detail oriented
• Ability to multi-task
• Good interpersonal skills
• Strong communication skills
• Strong relationship building skills
• Influencing skills
• Strong problem-solving skills
• Coaching Skills
• Leadership skills
• Handle complex, sensitive issues

Qualifications / Experience

• 7+ years of experience in customer service with proven ability to direct the essential operations of the customer service department
• Zendesk preferred
• Spanish speaking a plus
• Proficient in Microsoft Word/Excel
• College degree preferred

If this role is a great match for your skills and experience and you live within commuting distance, please apply so we can reach out and set up a time to discuss this with you in more detail.