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