Head of Customer Experience

Manila /
Customer Experience /
/ Hybrid
About Tala

Tala is a global technology company building the world’s most accessible financial services. With more than $350 million raised from visionary investors, we are serving millions of customers around the world who have been overlooked by traditional financial institutions – and our plan is to serve millions more, and have been named by the Fortune Impact 20 list, CNBC’s Disruptor 50, and Forbes’ Fintech 50 list for five years running. We are expanding across product offerings, countries and crypto and are looking for people who have an entrepreneurial spirit and are passionate about the mission.

By creating a unique platform that enables lending and other financial services around the globe, people in emerging markets are able to start and expand small businesses, manage day-to-day needs, and pursue their financial goals with confidence. Currently, more than 7 million people across Kenya, the Philippines, Mexico, and India have used Tala products. Due to our global team, we have a remote-first approach, and also have offices in Santa Monica, CA (HQ); Nairobi, Kenya; Mexico City, Mexico; Manila, the Philippines; and Bangalore, India. 

Most Talazens join us because they connect with our mission of enabling financial agency for underbanked people around the world. If you are energized by the impact you can make at Tala, we’d love to hear from you!

This role is focused on ensuring the Customer Experience team is able to effectively perform assigned tasks and that the team meets Business SLA targets. The Customer Experience Head is responsible for the team’s daily performance management, process adherence & improvement and mainly supports the Site Director in being a key liaison between Product, Engineering, and in-market CX Guild.  This role is also in charge of managing day-to-day Rails partnerships and CX-related Risk Event escalations.

What you'll do:

    • Design processes and ability to roll up his/her sleeves to ensure a great customer experience
    • Create and implement policies and procedures in conjunction with other CX leadership
    • Leverage technology and data to identify opportunities to improve brand voice, product, and customer experience
    • Strong and reliable CX partner for Product, Engineering, and Rails 
    • Regular engagements & working sessions
    • Product launches 
    • Risk events 
    • Process, customer experience improvements
    • Exceptional communication skills
    • Regular communication with the team, management & stakeholders in and outside of the market
    • Clear upward communication on wins and challenges of the team with regard to KPIs
    • Cultivating a clear voice of customers within the team
    • Elevate friction points that customers raise working with Product, CX Insights & Rails partners
    • A customer champion who can deliver on the KPIs and SLAs
    • Agent level KPIs (Inhouse & Outsourced) 
    • Daily/monthly inbound customer interactions 
    • First-time response and resolution rate
    • Quality evaluation
    • Identification of customer issues in training or process
    • Development of process to address customer issues with the team when possible
    • Side-by-side coaching and weekly 1:1 with each staff member
    • Department KPIs
    • Hiring and Attrition Performance of team members
    • Scheduling alignments to meet business goals
    • Manage team leads to motivating a productive and positive work environment that achieves business and customer needs/expectations customer management SLAs
    • Customer satisfaction score
    • First reply
    • Full resolution First reply resolution
    • Maintain high employee engagement, while ensuring performance management and employee development practices are implemented and followed 
    • Development and upskilling of the CX Management team in order to strengthen bench strength & be able to identify, mentor and train his/ her next in line 
    • Capable of effectively collaborating with external vendors to ensure alignment with business goals, resulting in the delivery of maximum benefits to Tala

What you'll need:

    • Minimum 7 years of experience in Customer Support or Customer Experience Management
    • Experience developing staffing and budget projections and associate compensation and incentive programs
    • Experience communicating with varied audiences: junior staff through executive
    • Deep experience assessing and utilizing operational and customer data to identify performance gaps, drive improvement, highlight opportunities for future growth, and make management decisions
    • Excel experience
    • Comfort with ambiguity, a rapidly changing environment, and communicating assumptions & risks of decisions
    • Willingness to travel

Preferred Qualifications:

    • Experience working in a startup environment
    • Experience with Zendesk
    • Experience managing external Contact Center Vendors
    • Experience working with international teams
    • Experience working in emerging markets
    • Experience in managing social media support staff
    • Knowledge of the financial services industry (KYC, financial compliance, etc.)
    • Project management skills, ideally Six Sigma training
    • Comfortable with ambiguity
Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strongly believe that inclusion fosters innovation and we’re proud to have a diverse global team that represents a multitude of backgrounds, cultures, and experience. We hire talented people regardless of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.