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Head of Customer Experience

2 months ago

Oklahoma City, Oklahoma, United States SumUp Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Leader to join our team at SumUp. As a key member of our organization, you will be responsible for delivering a seamless customer experience across all stages and touchpoints in our merchant journey.

Key Responsibilities
  • Build and manage a team of customer experience representatives with a deep domain expertise in resolving all types of merchant issues.
  • Encourage problem-solving, strategic thinking, and customer-orientation amongst the team.
  • Set, monitor, and drive optimal performance metrics, including call abandonment rates, average handling time, and customer satisfaction scores.
  • Advocate for changes and actions from other departments' ways of working and cross-functionally collaborate with teams to implement any changes required for the improvement of our overall merchant experience.
  • Establish and maintain quality standards for customer interactions.
  • Provide ongoing training and coaching to enhance team performance.
  • Create and implement an analytics strategy for best in class service delivery.
  • Ensure compliance and efficiency in all operational aspects.
  • Analyze data to identify trends and areas for improvement.
  • Implement improvement plans as needed to ensure high-quality service, performance management standards, and a top-notch merchant experience.
  • Provide leadership and mentoring to CX team members in establishing department objectives related to performance, policies, and procedures management.
  • Ability to optimize efficiency, enhance customer experience, and drive strategic initiatives to elevate the overall performance of the call center.
  • Collaborate with other departments to improve overall merchant experience.
  • Achieve both short and long-term goals and process improvements to achieve service levels and continuously enhance the functionality and cost-effectiveness of the CX department.
  • Collaborate with leaders across the organization on specific opportunities and projects.
  • Monitor and enhance all standards of practice as well as CX key performance indicators (KPIs).
  • Oversee and ensure the quality of all CX personnel hiring, onboarding, and training activities.
  • Evaluate and resolve the more complex customer complaints/problems.
  • Ensure the effective use of call center software for tracking and reporting.
Requirements
  • Leadership experience overseeing call center operations.
  • Cross-functional partner with other department leadership.
  • Often seeks data and input from others to foresee possible unintended circumstances from decisions.
  • Superb communication and interpersonal abilities.
  • Demonstrated success in leading and developing high-performing teams.
  • A leader that is able to work in our office 5-days a week.
  • Distinguished judgment skills and ability to identify and execute business-based decisions.
  • Strong analytical and problem-solving abilities.
  • Proactive in identifying and addressing challenges.
  • Strong business acumen & ability to think and execute responsibilities strategically.
  • Ability to handle multiple priorities/tasks simultaneously and with composure.
  • Excellent technical skills and the ability to learn new systems and software quickly.
  • Effective at leading organizational change.
  • Demonstrates clear/concise/logical verbal and written business communication for execution of vision and strategic initiatives.
  • Comfortable working in a fast-paced environment.
  • Willingness to adapt to changing priorities.
  • Bachelor's degree in business administration, management, or a related field. An equivalent combination of education and experience will be considered.
About SumUp

We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realize their dreams. Business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them. With a founder's mentality and a 'team-first' attitude, our diverse teams across the globe work together to ensure small business owners we partner with can be successful doing what they love.

SumUp is a financial technology company that allows businesses of all sizes to receive payments quickly and simply, both in-store and online. SumUp supports over 4 million merchants globally and operates in 34 markets across Europe, the U.S., South America, and Australia. With its point of sale systems, card terminals and online services relied upon by businesses of all sizes – SumUp is the partner of choice for small businesses from every walk of life.

What We Offer
  • 401(K) employer match and Paid Parental leave.
  • Sabbatical after every 3 years of employment.
  • We're a truly global team of 3200+ people from 60+ countries, working to help small businesses across 3 continents.
  • Startup environment and small, cross-functional teams.
  • Medical, Dental and Vision benefits, along with too many to list.

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.