Head of Customer Success

工作内容

At bonsai we unite people and businesses to inspire sustainable action through the power of payments. We serve the Next Generation and offer a highly convenient, easy, and fun financial platform for youngsters to manage their day-to-day expenses, income, and budget control. We offer a free Mastercard which can be used globally, and for every 10 payments you make through our payment app, we plant a tree. Everything we dream up, brainstorm about, and ultimately put out into the world contributes to our vision: Financial Mindfulness.

We are a licensed financial institution under the NBB and operate in Belgium. We aim to go international by the end of 2024. Our head office is in Berchem but we also have access to offices in Ghent and Brussels through our shared office set up.

To complete our team, we are looking for a Head of Customer Happyness and Relations to help bonsai grow into its next chapter. If you like to perform in a dynamic and exciting environment and be part of a small team of 25 entrepreneurs with big ambitions, then you are our new team member!

Role Summary :

The Head of Customer Success will be responsible for overseeing and managing the customer support operations for both end users and B2B clients. This role requires a strategic leader with a strong background in customer service, excellent communication skills, and the ability to drive customer satisfaction and loyalty. The ideal candidate will be passionate about fostering positive customer relationships and ensuring that our support services meet the highest standards of excellence.Success is measured in satisfaction levels with both types of customers.

Responsabilities :

Leadership and Management:

• Help bonsai write out the future customer support plan, process and team
• Grow, lead and manage the customer support team, providing guidance, mentorship, and development opportunities.
• Develop and implement customer support policies, procedures, and standards to ensure consistent and high-quality service.
• Set performance goals and KPIs for the support team and monitor progress towards achieving these targets.

Customer Support Operations:

• Oversee day-to-day customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Implement and manage support tools and technologies to improve efficiency and customer satisfaction.
• Analyze support metrics and customer feedback to identify areas for improvement and implement corrective actions.

Customer Relations:

• Build and maintain strong relationships with both end users and B2B clients, acting as the primary point of contact for high-level support issues.
• Develop and execute strategies to enhance customer engagement, loyalty, and retention.
• Collaborate with other departments (e.g., sales, marketing, product development) to ensure a cohesive and customer-centric approach.
• Create and build a working ethic and DNA which keeps our end users and customers delighted all the time.

Continuous Improvement:

• Stay updated on industry trends and best practices in customer support and relations.
• Identify opportunities for innovation and process improvements to enhance the overall customer experience.
• Lead initiatives to gather and analyze customer feedback, translating insights into actionable recommendations.

Crisis Management:

• Develop and implement crisis management plans to handle escalated customer issues and emergencies.
• Act as a spokesperson for the company in resolving major customer complaints and disputes.
• Focus on process excellence and quality which translates in unique and qualitative customer support for end users and B2B clients.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (Master’s degree preferred).
• Proven track record of managing and developing high-performing customer support teams.
• Strong understanding of customer support tools, technologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Experience in the fintech or payment processing industry is highly desirable.

Personal attributes:

· Thinks outside of the box.

· Challenge the institution and constantly aim for improvement.

· You are a do’er and you don’t give up.

· You like a certain degree of chaos and an environment in constant change.

· You wish to leave your mark and legacy.