Head of Customer Support

Hi. We are esh. A banking technology group with a goal to change the world of finance and create a revolution by offering a technology banking solution that incorporates the efficiency of an automated, cloud-based banking operating system platform, enabling dramatic reduction of costs and time constraints and creating a better financial environment between the bank and its customers.

In a reality where economic transactions are performed automatically and machine learning keeps developing and challenging traditional models, a new banking platform creates an alternative to outdated core systems used in banks today, and enables for the first time, a complete end-to-end platform under one modular system. We are creating not only a revolutionary technological change but also a change in perception for all of us.

We are looking for a Head of Customer Support to lead efforts to implement strong relationships with customers, making sure they are heard and seen. You will play an instrumental role in building, designing and implementing our support Centers strategies and programs that strengthen brand loyalty,drive business growth and most importantly enhance every touchpoint in the customer journey. The ideal candidate will collaborate with cross functional teams to engage customers as champions of esh, creating a seamless, meaningful and satisfying interaction with esh across all channels, driving satisfaction and improving customer experience.

Job Responsibilities:

• Design, implement, and scale a comprehensive customer support and operations centers that align with company goals from the ground up.
• Define and map the customer journey, identifying opportunities for innovation, enhance efficiency and reduce friction
• Build and lead a high-performing customer support centers team. Provide mentorship and training.
• Foster a culture of customer-centricity across the organization.
• Set measurable Customer Support Centers goals and KPI’s and ensure alignment with business objectives and values
• Lead the analysis of customer feedback through surveys, interviews and other channels and translate these insights into actionable recommendations to improve customer journey.
• Monitor and report key customer satisfaction metrics
• Partner with cross-company teams to ensure consistent and high-quality customer interaction
• Implement tools and technologies to improve digital customer experience
• Provide regular updates to executive leadership on the Customer Centers performance and improvement plans.

Job Requirements:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (MBA an advantage).
• 5+ years successfully leading Customer Support Centers teams in a B2C environment on high-scale software products
• Proven track record in building an entire service department from the ground up
• Proven success in designing and implementing digital customer journey improvements
• Successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
• Ability to thrive in a cross-functional environment while juggling multiple responsibilities
• Talent for synthisising complex ideas and communicating them in a way others can easily understand
• High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
• Excellent interpersonal skills and empathy for customers. Calm, ability to influence others.
• Technological affirmation or background - A major plus
• Customer centric mindset with strategic thinking. An ability to collaborate and be a problem solver.