Director of Customer Success

Company: Storm2
Location: Walton
Posted on: February 22, 2021

Job Description:

Director of Customer Success Remote (New York City)Many Americans live beyond pay cheque to pay cheque. Our client allows workers to get paid instantly for work completed. This recently funded Fintech offers an easy-to-use app and further allows for ease of use by embedding products within the scheduling, workforce management, and payroll apps they use every day. The Director of Customer Service will look to bring the customer experience to the next level. If you have experience scaling & managing call centres, working with Voice of the Customer Programs, managing teams, and working in a fast moving/agile manner across a fast-growing business, we want to hear from you. We will be particularly interested in candidates who have experience in fintech or bank services.Responsibilities:* Ensure that customers always remain top-of-mind* Build a knowledge infrastructure - allowing customers to help themselves (Self resolution) & agents to better guide customers - Either over the phone or via webchat* Cross-company collaboration to improve the user experience that will ultimately support users* Build a scalable customer service team* Design and implement customer communication strategy via multiple channels (e.g. webchat, phone, email)Requirements:* Experience scaling & managing customer call centres* Strategic thinker, helping to define the company's approach to customer satisfaction and providing feedback for the product roadmap* 5+ years of experience in customer service* Preferably director or manager experience in a fast-growing tech or banking businessIf the above description sounds like you then we'd love to hear from you! Please click on the "Easy Apply" button at the top of this page and follow the instructions to send us your application. Alternatively, feel free to drop an email to ross.byrne@storm2.com if you prefer.If you have any additional information to support your application, then please add a note along with your CV to let us know.

Keywords: Storm2, Scranton , Director of Customer Success, Executive , Walton, Pennsylvania