Customer Experience Manager

Localización
Barcelona, Spain
Tipo de oferta

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
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