Vice President of Customer Service

About Us:

FINQ is an emerging wealth management platform that leverages advanced AI and cutting-edge technology to revolutionize the financial industry. Our mission is to empower individuals by providing transparent, accessible, and intelligent financial solutions without the need for traditional intermediaries. Led by two visionary leaders from the tech and investment sectors, we are pioneering a new era in wealth management.

Position Overview:

We are seeking an experienced and innovative Vice President of Customer Service to build and enhance our state-of-the-art digital and human customer service platform. This role is critical as we strive to deliver unparalleled customer satisfaction and support to our clients.

Key Responsibilities: 

Develop and implement a comprehensive customer service strategy that aligns with our business goals and enhances the overall customer experience, utilizing various tools such as chat, chatbots, WhatsApp, speech recognition systems, and similar platforms.

Oversee the design and management of our digital customer service platform, ensuring it meets the diverse needs of our B2C clientele.

Lead and mentor a team of customer service professionals, fostering a culture of excellence and continuous improvement.

Collaborate closely with cross-functional teams, including technology, marketing, and operations, to integrate customer feedback and optimize service delivery.

Analyse customer data and service metrics to identify trends, insights, and opportunities for enhancement.

Innovate and implement new technologies to streamline service processes and improve overall efficiency.

Uphold the highest service standards and ensure adherence to all applicable regulations and industry best practices.

Qualifications: 

Proven experience in building or managing digital platforms for B2C customer service.

Strong leadership skills with a track record of developing high-performing teams.

Excellent communication and interpersonal abilities, with a customer-first mindset.

Familiarity with AI-driven solutions and their application in enhancing customer service.

Demonstrated ability to analyse data and develop actionable insights.

Experience in the financial services or technology sectors is a plus.

Why Join FINQ? 

Be part of a fast-growing company that is transforming the wealth management landscape.

Work in a dynamic, collaborative, and inclusive environment.

Opportunity to make a significant impact on customer experience and service excellence.

Competitive salary and benefits package.

If you are passionate about customer service and innovation and want to take on a leadership role in a pioneering company, we would love to hear from you!