813.666.4504

Customer Care Manager

Denver, CO

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Title: Customer Care Manager

Location: Denver, CO

Overview:

Fast-growing, Denver-based startup looking for an ambitious leader to join their expanding team as Customer Care Manager. Recently launched a cloud-based Payment Facilitator solution offering all the tools Payment Facilitators (PFs) need from underwriting and onboarding to reporting, funding, and chargeback management.  They target PFs directly, or through channels, while working with the processors, banks, gateways, CRMs, and other PF partners.

The Customer Care Manager is a hands-on position that will allow you to help shape a piece of business that is shaping an entire industry. It is an amazing opportunity with a growing tech company that’s expanding. 

Responsibilities:

  • Take Ownership of the customer care/customer support department
  • Lead a small team responsible for responding to client support tickets in a timely manner
  • Measure and report to leadership regarding the efforts and successes of the Customer Care department
  • Continue to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
  • Provide insights from customer data to the Customer Success departments in an effort to continue growing the organization and reducing churn
  • Drive success in the Customer Support function by meeting Service Level Agreements and Service Level Objectives
  • Assist the Customer Success Team in maintaining lasting relationships with all customers
  • Hire train, and mentor the customer service team; making team member development a key priority for Customer Support success
  • Utilize your experience to refine and improve our Customer Support operations, to help company grow to the next level
  • Work with Product Management and Engineering teams to ensure customer concerns and feedback are represented in the product development process
  • Enable the support team to be customer-centric and provide an amazing experience by keeping them accountable and removing roadblocks
  • Responsible for all postmortem’s and external communications to Customers; must understand company’s platform inside and out to step in on escalated customer issues that the team is unable to resolve

Requirements:

  • 5+ years’ experience in customer care/support for a software as a service or payments company services needs of mid to enterprise level customers
  • 2+ years’ of that in a managerial role
  • Hands-on tech-oriented manager who has a passion for mentorship, team building and customer-focused work
  • Ability to lead by example and turn mistakes into learning moments providing constructive feedback and responding to it just as well
  • Methodical, detail-oriented leadership approach
  • Ability to thrive in a dynamic, fast-paced work environment and handle both the day-to-day and the big picture
  • Experience with payment processing preferred
  • Proficiency with high volume ticket environments
  • Proven ability to improve processes and stream-line customer support / care operations
  • Attention to detail, should be data driven and use metrics as a basis for measuring success and continuous improvement
  • Be self-directed, understand the requirements and take the initiatives to complete tasks
  • Demonstrated ability to direct the work of others
  • Excellent interpersonal, verbal, and written communication skills
  • Must work effectively under pressure, organizing multiple tasks and projects in an ever-changing environment
  • Deep expertise and competence with leading service desk platform a must, preferably Jira Service Desk
  • Familiarity with running SQL scripts preferred
  • Experience managing remote teams preferred
  • Technical proficiency required; should be able to understand and articulate complex technical issues

Benefits:

  • Competitive Salary
  • Flexible vacation policy
  • Comprehensive health, dental, and vision benefits
  • 401K with match
  • Flexible work from home policy
  • Dog-friendly office