Director of Customer Experience

3 weeks ago


Austin, United States Techworkers Full time

Responsibilities

  • Provide hands-on leadership to effectively manage sensitive service issues and potential crises on social channels
  • Collaborate with leaders and colleagues across organizations in the investigation and handling of high-profile sensitive issues for corporate reputation purposes
  • Develop and enhance processes for the efficient intake, response, and resolution of customer complaints to ensure a swift customer experience.
  • Review and approve responses to complaints submitted through regulatory agencies.
  • Manage and coordinate dispute and complaint responses with the relevant issuing banks.
  • Stay informed about changes in customer service best practices, regulation, laws and compliance requirements that affect dispute resolution.
  • Provide guidance to the Customer Success Team on the operational aspects of compliance in relation to customer disputes.
  • Lead initiatives to train Customer Success representatives and other relevant team members on effective complaint and dispute resolution techniques and requirements.
  • Promote a culture focused on excellent customer service and efficient problem-solving.
  • Maintain meticulous records of complaints and dispute resolutions.
  • Produce weekly and monthly reports detailing performance metrics, to be reviewed by the COO, CEO, and Chief of Customer Success, focusing on trends, outcomes, and areas for improvement.

The ideal candidate should possess experience equivalent to that of a Director of Operations, with a background in both customer service and financial services.



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