Vice President, Customer Support

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We are looking for a motivated and experienced Vice President, Customer Support to lead our customer support department. The VP will be responsible for driving superior customer support to business partners and internal stakeholders through policies, procedures, and setting of goals. The person is required to have up-to-date knowledge on industry products and trends, and train staff accordingly.

This position reports directly to the Chief Executive Office (CEO) of the company.

Role and responsibilities

  • Oversee the daily operations of the customer service department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
  • Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
  • Leading the customer success approach by establishing OKRs, KPIs, customer metrics to track, and every other measurable score that effectively gauges the performance of the entire department.
  • Collaborate with cross-functional teams, such as Business Development, Product, Tech and Operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
  • Provide strategic direction, planning, and execution to meet/exceed productivity, brand representation, and efficiency goals.
  • Create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.
  • Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team.
  • Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
  • Encourage and support the development of your team. Selecting talent, development of the team, and driving a positive and collaborative culture that values teamwork and results.

Qualifications & requirements

  • Diploma or Bachelor's degree in any field.
  • Proven experience in customer support in a leadership position preferably from the financial services or fintech sector which deals with voluminous transactions.
  • Proven experience of managing a team of more than 30 headcounts.
  • Thorough knowledge of legislation pertaining to consumer protection.
  • Prior experience in a managerial or supervisory role with management obligations (including statutory obligations and reporting) will be advantageous.
  • Top-notch oral, written, and interpersonal abilities.
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Well-developed arbitration skills with the ability to remain impartial.
  • Affinity for multitasking with precision.
  • Capacity to accept and utilize constructive criticism.
  • Alignment with our company's values.

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