Customer Success Innovation
2 weeks ago
**Key Responsibilities**:
- **Team Management & Leadership**:
- **Customer Service Mindset & Process Improvement**:
Develop and foster a strong customer service mindset across the team, where inefficiencies and instances of poor service are seen as opportunities for improvement. MBA graduates who are passionate about operational excellence will find this role highly rewarding as they identify and address process gaps that impact service quality.
- **Agent Quality & Performance Enhancement**:
- **Customer Experience & Business Process Thinking**:
Evaluate the overall customer experience and related business processes, identifying areas for improvement. Leverage data and customer feedback to propose actionable changes that enhance customer interactions. MBA graduates will enjoy the challenge of thinking critically about both micro (agent) and macro (process) aspects of the customer service function.
- **Process Simplification & Innovation**:
Lead the charge in simplifying complex processes that hinder agent efficiency and contribute to high customer effort scores. Continuously innovate by introducing new tools, workflows, or methods that streamline operations and create a seamless customer experience. This is an opportunity for MBA graduates to bring innovation into a customer service environment and make a tangible impact.
- **Operational Efficiency & CSAT Improvement**:
Focus on improving overall operational efficiency by identifying process bottlenecks and reducing the customer effort score. Implement data-driven strategies to boost Customer Satisfaction (CSAT) by improving the effectiveness of service delivery. MBA graduates with a focus on process optimization and data-driven decision-making will thrive in this role.
- **Continuous Monitoring of Process Inefficiencies**:
**Qualifications**:
- **Education**: MBA in Operations, Business Management, or a related field is highly preferred.
- **Experience**: 5+ years of experience in customer service management, process improvement, or operational leadership roles, preferably in a fintech or fast-paced service industry.
- **Leadership Skills**: Proven ability to manage, coach, and develop customer service teams. MBA graduates with leadership training will be able to make an immediate impact in this role.
- **Customer-Centric Mindset**: A deep understanding of customer service principles and a passion for delivering exceptional customer experiences.
- **Operational & Process Improvement Expertise**: Demonstrated experience in identifying and solving operational inefficiencies, streamlining processes, and improving agent productivity. MBA graduates with a focus on process innovation and operational efficiency will excel.
- **Data-Driven Decision Making**: Strong analytical skills and ability to leverage data to inform decision-making and drive improvements in agent performance and customer satisfaction.
- **Communication & Collaboration**: Excellent verbal and written communication skills. Ability to work cross-functionally with teams and communicate effectively with senior leadership.
**Why Join Us**:
- **Impact**: Be part of a company where your strategic thinking and operational expertise will directly influence customer service operations and business growth.
- **Innovation**: This role offers the opportunity to innovate and simplify complex processes, helping to shape the future of customer service at our company.
- **Career Growth**: MBA graduates will find opportunities to advance within a fast-growing fintech company that values leadership, ownership, and innovation.
- **Collaborative Culture**: Work in a results-driven, dynamic environment that encourages new ideas, continuous improvement, and operational excellence.
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