Job Summary
A financial technology company is seeking a Remote Financial Services Customer Support Head.
Core Responsibilities Include:
- Taking ownership of the current support channels (Email, Text, IVR) and quickly mobilizing an action plan towards maturity
- Developing a world-class support team structure, proactive staff forecast model, KPIs and training procedures
- Ensuring volume forecasts and planning requirements are built to manage peak volume periods
Position Requirements Include:
- 7+ years progressive customer support experience in high-volume organizations
- 3+ years experience leading distributed teams and managing managers
- Proven track record of building, leading, and growing high performing customer support teams
- Demonstrated experience with establishing robust metrics and analysis including workforce planning, productivity, SLAs, C-SAT and KPIs
- In-depth knowledge of support tools (chat, ticketing, CRM)
