Customer Operations Director

3 weeks ago


Orlando, Florida, United States Finexio Full time
Job Title: 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 or support needs.
  • 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.
  • Demonstrated results in hiring, training, and retaining high-performing customer support teams.
  • Proven experience building, defining, and refining standard operating procedures and SLAs.
  • Own and manage payment operations metrics to drive monthly and quarterly internal performance reviews.
What We Offer:
  • A fast-paced start-up environment with experienced industry leaders.
  • An environment where you can dive deep into the latest technologies and make a real, measurable impact.
  • Employee Engagement – Quarterly virtual team building activities and monthly team lunches.
  • Competitive salary and stock options.
  • Medical, dental, and vision.
  • Unlimited Vacation Policy.

Compensation: $100,000 - $140,000 + equity + potential bonus.



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