Head of Customer Support
San Francisco, California
Operations /
Full-Time /
On-site
Cardless is looking for a Head of Customer Support reporting to our Chief Operating Officer.
Responsibilities
As our Head of Customer Support, you will be responsible for the leadership and oversight of our customer support operations. You will oversee the operations and performance of our contact center provider relationship, supporting technical vendors, the documentation and management of Cardless operational procedures, escalated customer cases, disputes & chargebacks, and collections operations. You’ll be responsible for tweaking, improving and revamping existing customer support policies, workflows, scripts and playbooks based on data driven insights while the company scales rapidly. You will coach, develop and lead the operational support team to resolve complex inquiries and process exception cases in an accurate and timely manner. You’ll work cross-functionally with the Cardless Product, Engineering, Risk, Compliance, & Legal teams to build processes and resolve customer issues with urgency and care. The Lead is instrumental in ensuring the team achieves overall business objectives including productivity, accuracy and customer satisfaction targets.
Requirements:
- Have at least 5 years of experience in the customer success field within financial services, of which at least 3 at a leadership level.
- Have experience with day to day management of a contact center provider relationship
- Have a passion for developing content, training agents, and measuring their success
- Be a self-starter with a strong sense of urgency and accountabilityHave exemplary written and verbal communication skills coupled with unparalleled follow up skills -- both outbound (to customers) and with internal stakeholders
- Be the voice of the customer internally and champion of Cardless externally
- Keep ahead of industry developments and apply standard methodologies to areas of improvement
- Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
- Helping organizations make product decisions based on customer insight.
- Making recommendations to the organization around the building out of internal tools used by contact center agents
- Knowledge of collections and disputes - from an operational and regulatory perspective
- Experience with Zendesk or similar tooling
$170,000 - $200,000 a year
Compensation
This role has an annual starting salary range of $170,000 - $200,000 + equity + benefits (see below). Actual compensation is influenced by a wide array of factors including but not limited to skills, experience, and specific work location.
