Customer Support Manager

We are seeking an experienced Customer Support Manager with a strong background in leading and managing customer-facing support teams within the financial sector to join our team. 

The purpose of this role is to manage, coach and mentor a dynamic, hard working Customer Support team As well as manage the relationship and performance of an outsourcing provider. Critical to the success of this role is being able to act as a champion for all customer related decisions, actions and touchpoints while driving a customer focused team to achieve all set KPIs. 

The successful candidate will have a strong financial background, excellent communication skills, and a passion for delivering outstanding customer service.

This is a diverse, challenging and dynamic role requiring a high degree of attention to detail, excellent problem solving ability, resiliance coupled with outstanding people skills. 

Responsibilities of the role include, but are not limited to:

• Manage a team of in house Customer Support Specialists to to ensure agreed KPIs and SLAs are met 

• Own and manage outsourcing KPIs, performance delivery and relationship

• Escalation resolution with banking partners, outsourced vendors and other external and internal stakeholders

• Ensure all complex Customer Support related issues are addressed and resolved in a timely manner whilst identifying and addressing trends to drive efficiency and improved customer experience

• Be the Voice of the Customer internally when escalating incidents, prioritising product fixes and using data to articulate the impact – all whilst being the voice of CurrencyFair in managing customer expectations.

• Ensure effectiveness of the CurrencyFair platform working closely with product team to address technical issues / incidents 

• Help build out a scalable support model, utilising technology, AI and customer enablement, whilst ensuring all teams have the tools, knowledge, access and support required to serve customers

• Help drive a culture of data-driven decision making and scaling operational processes.

• Contribute to building and sharing of performance metric reporting on Support team’s key metrics and SLAs

• Full participation in the recruitment, selection and induction of team members and well as ongoing training 

• Act as a coach and escalation point for team lead, ensuring all team members have access to the support they need and address any customer complaints related to service.

• Ensure team resourcing is planned for; supporting our customers during business operating hours and anticipcating and reacting to spikes in customer cases. .

• Build and maintain strong, collaborative, relationships with Customer Onboarding, Transaction Monitoring and Payments teams within Operations.

• Drive daily team huddles to build a resilient team, address issues, prioritise work, discuss progress and encourage team members to embrace change and help problem-solve.

• Drive adoption of creating documentation and centralised knowledge base for support team

• Curate and champion support content for customer-facing support centre.

• Co-ordinate with Compliance on audits relating to change and customer support.

• Adhere to company policies and compliance standards.

• Any additional tasks/duties as may be required to meet the evolving needs of the business

• Reporting to senior management and the business as required.

Required

• Previous experience in leading customer-facing support teams.

• Strong interpersonal skills and capability to work in a fast-paced and dynamic environment 

• Strong IT skills with ability to create and deliver insights from Customer Support reporting..

• Exposure to CRM software / support ticketing systems, e.g. SalesForce, Zendesk

• Understanding of change management processes 

• Relationship Building 

• Problem Solving 

• Results Orientated