- Build a team, people management, establishing processes and interactions
- Engage with business partners and stakeholders to drive operational improvements
- Oversee the daily operations of the customer service team
- Train and coach team members in handling customer queries and complaints
- Handle complex customer service issues and escalate them as necessary
- Develop strategies to enhance customer satisfaction and loyalty
- Analyze customer feedback and implement changes to improve service
- Prepare reports on team performance and customer service metrics
- Cultivate the team's culture and exemplify our values through consistent daily practice
- 3+ years experience leading a team of customer success and service within a financial services organisation/ fintech
- Proven experience in establishing the customer care function
- Strong leadership and team motivation abilities
- A customer-focused mindset with a commitment to delivering exceptional service
- Skilled in problem-solving, decision-making and data driven
- Flexible and able to work under pressure.
- Focused on customer satisfaction and continuous service improvement
- Familiar with industry regulations and capable of preparing performance reports
- Proficient in customer service software, CRM systems, and management techniques
- Fluent English
- Competitive salary.
- Work in an international company with an experienced fintech team.
- Opportunity to be a part of unique product on the market
- Working in a startup mode with the opportunity to influence processes and business outcomes
- Hybrid/remote work
- Opportunities for professional development and advancement in your career.
- Collaborative and inclusive work culture that highly values diversity.
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Customer Support - Limassol, Κύπρος - Altery
Περιγραφή
About company
Altery is on a mission to revolutionize cross-border payments for individuals and companies worldwide.
We're a team of 100+ customer-focused fintech professionals with a wide range of experiences, passionate about driving fast-paced growth and technological transformation. We're dedicated to putting our customers first and creating an agile, growth-oriented company culture. If you thrive in fast-paced, energetic environments and are excited about solving real-world problems for the digital economy, Altery may be the perfect fit for you.
About the role
We are looking for an experienced Customer Support and Care Team Leader. In this role, you will lead and guide our team of Support Agents to deliver outstanding customer service to Altery's clients, including businesses in digital markets and individuals in the global digital economy. Placing customers at the core of our operations, we engage with them across various communication channels, offering product education and resolving inquiries.
Your responsibilities include assisting team members in identifying their career paths within our company, nurturing their success, and actively contributing to the establishment and monitoring of monthly and quarterly performance targets. You will provide insights and address obstacles to ensure the team's effectiveness.
You will be working closely with the Head of Customer Operations and all customer facing functions (Payments Operations, Customer Experience, Customer Accounting, Account Managers, Onboarding team).
What you will be doing:
Who you are:
We offer:
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