Customer Operations Director

2 weeks ago

Kennedy Space Center, United States Finexio Full time
About the Role

Finexio, a leading provider of AP Payments as a Service, is seeking a highly motivated Customer Operations Director to manage our customer operations and support organization. As the Customer Operations Director at Finexio, you will be responsible for driving the success of the front-line support team servicing and delighting enterprise customers.

Key Responsibilities
  • Develop the Customer Operations team into a high-performing group by defining, executing, and communicating industry-best processes, standards, and best practices.
  • Be an ongoing example of customer service and lead the customer support and service team to deliver accurate, timely, helpful responses to customer's questions or support needs.
  • Proactive review of 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 where possible, and address recurring customer issues.
  • Ensure that the team has an ongoing understanding of B2B payment methods and processes.
  • Deliver on Finexio KPI and goals on Customer Satisfaction and Net Promoter Score.
  • Act as the lead point of contact for all customer support matters, providing problem resolution and escalations in a timely manner.
  • Ensure your team is working diligently to pursue and resolve customer tickets in Zendesk according to internal KPIs and both internal & external SLAs.
  • Educate and train your team of customer support reps and operational colleagues which includes presenting process, product, and technology training.
  • Develop a trusted relationship with key client stakeholders.
  • Understand and drive alignment between Finexio and client goals and communicate and advocate for clients' needs internally.
Requirements
  • Minimum of 7 years of Customer Support and Payments Processing management and leadership experience within tech-enabled service environment.
  • Demonstrated understanding of B2B payment methods and processes.
  • Demonstrated ability to triage incoming issues and prioritize accordingly.
  • Demonstrated ability to meet critical deadlines and work on a predefined schedule.
  • Experience leading a team of customer support or customer success representatives.
  • Deep understanding of Zen Desk and Salesforce.
  • Demonstrated ability to triage incoming issues and prioritize accordingly.
  • 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.
  • Candidates need to possess the ability to impact and influence customers and partners with a high degree of autonomy, energy, flexibility, and the drive to create real and measurable business results.
  • Experience in financial services products is strongly preferred with knowledge of payment-related solutions.
  • An analytical mind and inclination for problem-solving.
  • Proven ability to influence leaders and effectively negotiate with business partners and clients.
  • Enjoys working in a dynamic, fast-paced environment.
  • Adaptable and open to change.
  • Able to think and act both strategically (big picture) and tactically (details).
  • Able to self-manage and prioritize a multitude of responsibilities and workstreams.
  • Comfortable in front of a variety of audiences including C-suite executives and clients.
  • Ability to travel for key business meetings and training (when available) - 10% of the time.

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