Our client is a Fintech Company specializing in payments in Paphos with over 15 years’ experience and they are looking for a Business Care Manager to lead the Business Care division of the product team. The company stands as a trailblazer in developing cutting-edge solutions and products that empower both individuals and enterprises, fostering seamless digital financial journeys. As the Business Care Manager, you will assume a pivotal role in delivering exceptional customer experiences, steering customer satisfaction, and overseeing the technical support facets of our fintech venture. Leading a team of adept support specialists, you will collaborate closely with multifunctional departments to uphold service excellence, while also ensuring the backend integrity and day-to-day operational stability.
Responsibilities:
Leadership and Team Management:
- Oversee and lead the customer and technical support team, including hiring, training, coaching, and performance evaluations.
- Foster a positive and motivated work environment to inspire a strong sense of ownership and commitment to customer success.
- Set clear goals and performance targets for the team, continuously monitoring progress and providing guidance for improvement.
Customer Experience Optimization:
- Develop and implement strategies to enhance the overall customer experience, ensuring prompt and effective responses to customer inquiries, complaints, and technical issues.
- Implement best practices for customer support to build strong customer relationships.
Technical Support Excellence:
- Supervise technical support operations, ensuring timely resolution of technical issues and efficient troubleshooting processes.
- Identify recurring technical problems and collaborate with the product team to improve product reliability and usability.
Process Improvement and Innovation:
- Continuously evaluate existing support processes and implement improvements to enhance efficiency and effectiveness.
Performance Metrics and Reporting:
- Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer and technical support operations.
- Generate regular reports on support team performance, customer feedback, and trends, providing actionable insights to management.
Crisis Management:
- Develop contingency plans and strategies to handle high-impact support issues or crisis situations.
Requirements:
- Demonstrated expertise (minimum of 1 year) in managing customer support or technical support teams.
- Proficiency in fintech products, payment systems, and technical concepts is a distinct advantage.
- Remarkable communication and interpersonal abilities grounded in a customer-centric perspective.
- Robust aptitude for troubleshooting and adeptness in handling pressure-laden situations.
- Proficiency in employing customer support tools and CRM systems
- Exemplary organizational and analytical prowess
- Located in Paphos or willing to move to Paphos
- EU-citizenship
Benefits:
- Highly competitive salary package.
- Brand-new, spacious office located in Paphos, Cyprus
- Access to an on-site gym for your fitness needs
- Well-stocked kitchen offering a variety of snacks, beverages, and fresh fruits
- Youthful and dynamic work environment
- Team-building activities and cheerful happy hours.
- Continuous growth and career development
Working hours:
- The working hours are office hours, 8.5 hours per week (flexible), Monday – Friday (no hybrid or remote).
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of IT Specialist with reference number 1715.
Or you can apply directly through your candidate login by hitting the APPLY button.
