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Popular mid-level CX operations role with metro location and generalist skills attracts high competition.
Medium: skills transferable but fintech and payments experience preferred, increasing domain specificity.
Moderate: seeks fintech experience, leadership, CRM and ticketing proficiency but lacks strict years requirement.
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Lead and develop a small team of Operations Support Executives delivering high-quality customer service support.
Manage operational and administrative customer support tasks including end-to-end handling of digital customer queries via email and live chat.
Identify and implement process improvements to increase efficiency and enhance merchant experience, while supporting reporting and operational decision-making.
Experience in a customer experience or customer-facing operational role, ideally in financial services or fintech.
Experience in team leadership or mentoring, or strong intent to step into leadership role.
Proficiency in working with data and numerical information in Excel, Salesforce or similar CRM/operations systems, and ticket management systems such as Zendesk.
Ability to prioritize multiple tasks in a fast-paced environment with strong attention to detail.
Has demonstrated ability to manage and coach a small operations support team in a customer service context.
Comfortable working cross-functionally with teams such as Sales and Treasury to resolve operational issues.
Operates with a detail-oriented, proactive approach to problem-solving and process improvement in a fintech or financial services environment.