Customer Experience Operations Manager

About Us:

FINQ is an AI-powered investment platform tailored for every individual. Using big data and cutting-edge science, FINQ analyzes the entire market continuously to offer objective and practical investment recommendations.

Our technology eliminates the biases and shortcomings of human intermediaries and allows everyone to invest with confidence and clarity.

We are pioneers on a mission to reshape the way people interact with their finances. Our innovative platform empowers clients to effortlessly manage their pensions, invest in dynamic portfolios, and access the company’s model portfolios—all through the power of AI.

We believe that financial management should be simple, intuitive, and accessible to everyone.

The FINQ team is composed of 35 exceptional individuals. We recently introduced our first product to the U.S. market and our first product in IL and are poised to maintain this momentum with the planned launch of multiple additional products in 2025. This presents a unique and exhilarating opportunity to come on board during this pivotal and fascinating phase of our journey.

We are seeking a Visionary CX Operation Manager who will be instrumental in crafting our customer service processes from the ground up. This is an exceptional opportunity to define and design a holistic customer journey, ensuring that every interaction is not only seamless and engaging but also tailored to meet the unique needs of our future customers. In this role, you will bring a strategic mindset and hands-on project management skills, empowering you to support our customers and help them derive maximum value from our services.

Join us in making a meaningful impact on our customer experience!

Key Responsibilities

● Lead the design and implementation of a comprehensive CX strategy that aligns with our vision and business objectives

● Explore and understand customer pain points, needs, and expectations through various engaging research methods (surveys, feedback, and data analysis).

● Leverage innovative technologies to streamline processes, enhance communication, and provide personalized interactions.

● Monitor and analyze customer feedback to continuously improve and enrich the overall experience.

● Collaborate closely with diverse teams (Marketing, Sales, Product, and R&D) to ensure a comprehensive and delightful customer experience.

● Manage and optimize budgets, while forecasting and planning for future growth in customer experience operations.

What We Are Looking For?

● A minimum 4 years of experience in business operations, customer experience management, or related roles (experience in growth environments, such as startups, is a plus!)

● A knack for identifying challenges in customer experience processes and driving creative solutions.

● Strategic thinking with a strong ability to align CX strategies with overall business goals, enhancing customer loyalty and retention.

● A proven track record of executing cross-functional initiatives that drive measurable results in customer satisfaction and operational efficiency.

● An analytical mindset skilled in utilizing data analytics to inform decision-making and evaluate the success of customer experience initiatives.

● Experience in developing KPIs to measure and report on customer satisfaction and operational performance.

● Previous experience managing headcount budgets is required

● Exceptional communication skills : Excellent verbal and written.

Join Us If you are passionate about enhancing customer experiences and are ready to make a significant impact on our growing team, we would love to hear from you!

We are excited to meet innovative thinkers who are eager to help us shape the future of finance.