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Customer Operations Director

2 months ago

Orlando Florida, United States Finexio Full time
Customer Operations Director

Finexio is a leading provider of AP Payments as a Service, revolutionizing the way businesses process and receive B2B payments. As a Customer Operations Director, you will play a critical role in driving the success of our customer operations and support organization.

Key Responsibilities
  • Develop and execute industry-best processes, standards, and best practices to minimize escalated customer issues and escalations.
  • Lead the customer support and service team to deliver accurate, timely, and helpful responses to customer inquiries.
  • Proactively review processes to identify inefficiencies, control weaknesses, and opportunities for improved efficiency and effectiveness.
  • Collaborate with the Product group to build-out critical tools, automate routine work, and address recurring customer issues.
  • Ensure the team has an ongoing understanding of B2B payment methods and processes.
  • Deliver on Finexio KPIs and goals on Customer Satisfaction and Net Promoter Score.
Requirements
  • Minimum of 7 years of Customer Support and Payments Processing management and leadership experience within a tech-enabled service environment.
  • Demonstrated understanding of B2B payment methods and processes.
  • Demonstrated ability to triage incoming issues and prioritize accordingly.
  • Experience leading a team of customer support or customer success representatives.
  • Deep understanding of Zen Desk and Salesforce.
What We Offer
  • A fast-paced start-up environment with experienced industry leaders.
  • The opportunity to dive deep into the latest technologies and make a real, measurable impact.
  • Competitive salary and stock options.
  • Medical, dental, and vision benefits.
  • Unlimited vacation policy.

Finexio is a growing company with a strong vision for the future. We are looking for a highly motivated and experienced Customer Operations Director to join our team. If you are passionate about making an impact and driving ROI for our clients, we encourage you to apply.