Customer Care role enhancing client satisfaction and relationships for a rapidly scaling FinTech startup based in Lisbon. Collaborating with various teams and managing customer interactions via chat.
About the role
- Customer Experience Manager managing international retail customer operations in APAC. Analyzing trends, optimizing performance, and ensuring customer satisfaction through data-driven insights and collaboration.
Responsibilities
- Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities
- Build working knowledge of customer* tools, products, policies, and processes
- Provide subject matter expert insights where appropriate and required
- Build relationships with key individuals within the team, department, organization, and external partners
- Represent team as key point of contact for escalations both internally and externally
- Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals
- Identify reasons for fluctuations (e.g., call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate
- Actively manage company's large network of call center partners
- Ensure contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and suppliers with the objective of reducing customer* effort and increasing efficiency
- Ensure the appropriate handling of any business continuity incident that may occur
- Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issue
- Research and recommends more detailed solutions to resolve problems
- Implement solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed
- Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer experiences in the future and works with teams across the business to implement these solutions
- Represent team or function in cross-functional projects and initiatives as a subject matter expert
- Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
- Use relevant data sources to analyze and measure the impact of initiatives and projects
- Deliver requested detailed information about the uses and values of the company's products/offerings
- Journey map across product, intent, and platform offering
- Contribute and develop summary of business performance to key stakeholders
- Keep management informed on progress to goal and status
- Demonstrate ability to manage several tasks and meet deliverable deadlines
- Use judgement to determine the relative impact and urgency of individual tasks
Requirements
- Proficiency in English and Japanese language skills
- Bachelor’s or Master’s in any field; or equivalent related experience
- 5+ Years with Bachelors
- 3+ Years with Masters
- Experience in Customer/Partner Support and Operations
Benefits
- exciting travel perks
- generous time-off
- parental leave
- flexible work model
- career development resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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