Customer Experience Supervisor (Fintech)

TL;DR

Customer Experience Supervisor (Fintech): Managing and optimizing a customer support team within a B2B payments network with an accent on professional communication, productivity, and strategic initiatives. Focus on driving world-class service through continuous process improvement, team coaching, and handling complex escalations.

Location: Hybrid in Overland Park, KS

Company

A global B2B payments and invoicing network that provides choice and convenience to buyers while automating accounts receivables for sellers.

What you will do

• Lead a customer experience team to ensure extraordinary interactions for both internal and external customers.
• Drive continuous improvement by evaluating, re-designing, and documenting processes and monitoring service metrics.
• Oversee team communications to ensure responses are timely, accurate, and professional.
• Provide regular feedback, coaching, and training to team members to foster professional growth.
• Manage high-level client relationships and handle urgent escalated situations.
• Identify potential system defects and collaborate with internal teams for resolution.

Requirements

• Minimum 4 years of experience supervising customer service personnel in a call center environment.
• Strong interpersonal, analytical, and critical thinking skills.
• Excellent professional verbal and written communication skills.
• Advanced proficiency in Microsoft Word and Excel.
• Must be based in or able to work in a hybrid capacity in Overland Park, KS.

Nice to have

• Experience with Service Cloud.
• Proficiency in multiple languages.

Culture & Benefits

• Comprehensive health package including medical, dental, vision, and life insurance.
• Financial benefits such as 401K matching and FSA.
• Generous paid time off and paid parental leave.
• Supportive, collaborative, and entrepreneurial work environment focusing on work-life balance.
• Employee referral program.