4 дня назад
Customer Care Supervisor / Customer Support Manager (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Care Supervisor / Customer Support Manager (Fintech): Leading high-volume customer support teams serving global clients and educational institutions through telephone, email, and digital channels with an accent on SLA performance, customer satisfaction, workforce planning, and regulatory compliance. Focus on coaching and developing teams, resolving complex escalations, driving process improvements, and maintaining consistent service quality across multiple locations and time zones.
Location: Peterborough, United Kingdom; hybrid work with 2–3 days in the office
Company
is a global fintech company providing B2B cross-border payment solutions to businesses, educational institutions, financial institutions, law firms, and NGOs.
What you will do
- Lead, motivate, coach, and develop customer-facing teams delivering high-volume support through telephone, email, and digital channels.
- Manage performance against SLAs, KPIs, quality standards, and customer satisfaction targets.
- Oversee workforce, resource, and capacity planning to maintain operational resilience during changing demand.
- Act as an escalation point for complex customer, student, and institutional queries.
- Drive process improvements, change initiatives, and service-quality enhancements.
- Collaborate with global stakeholders and cross-functional teams while maintaining compliance with policies and regulatory requirements.
Requirements
- High school diploma, degree, equivalent qualification, or relevant work experience.
- Experience managing people and leading, developing, and motivating client-facing teams in high-volume transactional services.
- Experience managing high-quality, responsive services in a service-focused environment.
- Experience identifying and implementing improvements to systems, processes, and practices.
- Calm, resilient, and effective when solving problems, facing challenges, and recovering from mistakes.
- Good knowledge of Microsoft Office applications and business systems.
Nice to have
- Experience in the financial or education sector.
Culture & Benefits
- Flexible hybrid work model with 2–3 office days per week.
- Competitive monthly salary and opportunity to earn an annual bonus.
- Career growth and development opportunities in a global organization.
- Health, disability, and life insurance.
- Paid holidays, leave for life events, three wellness days per year, and up to five paid volunteering days.
- Inclusive environment with colleagues across more than 20 countries.
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