30 Nov Customer Experience Manager

Descripción
We are looking for a Customer Experience Manager for a fintech start-up looking to grow their product portfolio and thus their agile team 🚀
The product is a payments platform closely linked to HR processes; offering a SaaS application for B2B clients and a mobile application for employees.
The mission of the role will be to define the necessary tools and process to efficiently support B2B clients.
👉 Responsibilities:
- Define the necessary tools and process to efficiently support B2B clients.
- Provide ticket related insights for enhancing the current tools
- Monitor the SLA and define service metrics
- Deliver monthly Service insights to CEO and CTO to potentially enhance the current SaaS
- Schedule monthly Service Review sessions with clients
- Issue resolution monitoring and tracking
- Client Communications
- Measure Client Satisfaction by conducting surveys
- Operational efficiency by automating support activities
👉 Required experience:
- At least 2 years experience in support process definition
- At least 2 years experience in Service Level Agreement monitoring
- Hands-on experience with CRM and ticketing systems
👉 Required skills:
- Fluent English (B2) as mostly all the stakeholders are from the UK or US
- Bachelor's degree
- Strong organization skills
- Clear communication
- Attention to detail and focused on the little things that make a difference
- Service Excellence mentality
- A positive attitude generating enthusiasm among team members
- Passionate about technology
👉 What do we offer?
- Becoming part of an experienced start-up company at the right moment and with the right investors on-board
- Opportunity to grow professionally along with the project of the company
- Engage in challenging international projects
- Be part of a skilled and motivated international team, focused on the continuous improvement
- Contribute to the creation of new features and products
- Be aware of last industry trends
- Assistance to events, gym, personal trainings and weekly yoga
- New, modern and inspirational office space in Barcelona center including rooftop
- Free coffee
- English lessons
- Competitive salary