Head of Customer Operations
Closing Date: 07/11/2020
Cashflows is on a mission to simplify payments, offering a smoother, faster experience for our customers. Head of Customer Operations is a key role in helping us achieve this. If you are passionate about providing good customer support, face issues and challenges head on and can operate at pace in a dynamic and changing business, then get in touch!
As Head of Customer Operations you'll be a responsible for managing delivery of a responsive and professional customer service and support operation. And by this we mean an operation that has customer at its heart; with a team who understands how our business works on the inside so they can make sure customers are onboarded and supported in the right way, enabling mutual success and benefits for them and us.
Managing a small team of operations and customer support staff, you will work in collaboration with colleagues from Risk & Compliance, Sales, IT and Product to ensure that Cashflows provides speedy new customer onboarding, supports development of long term business partner relationships and effectively manages and resolves all customer incidents and complaints.
You will be responsible for
· Implementing and managing an effective end to end Incident Management process
· Implementing and managing an effective Business Continuity process
· Customer onboarding
o new account activations
o Partner and merchant onboarding communication
· Customer Support
o Customer complaints and service queries
o Working with product and sales to proactively support our key accounts
o Customer Chargebacks & disputes
Our selection process steps
If you like the sound of this role, please click apply!
If we think from your application we'll be a good fit for one another we'll get in touch for a call. We'll talk to you about the role, why we enjoy working here so much and find out more about you.
From there, if we both think It’s a good match we'll proceed with arranging interviews, they'll either be over the phone, via Microsoft Teams or in person. We'll let you know as soon as we've made a decision on whether we'd like to proceed things further with you.
If you have any questions, you're always welcome to reach out to our friendly HR team via firstname.lastname@example.org
We encourage candidates to apply to us directly but we do have a preferred suppliers list for when we need some extra help. We will contact you if we need you. If you wish to express your interest in working with us, please submit your details to email@example.com. Sorry, but we don’t have time to take cold calls.