Senior Director, Customer Care - Remote

Overview

The Senior Director of Customer Care at Versapay will be responsible for driving customer satisfaction, improving retention, and promoting advocacy while leading a team of Customer Care Managers.

In Short

• Lead customer care initiatives to enhance satisfaction and retention.
• Manage escalations and crisis situations effectively.
• Collaborate with cross-functional teams to deliver exceptional customer experiences.
• Develop and track key customer success metrics.
• Implement innovative solutions using advanced analytics and AI.
• Drive operational improvements and process optimization.
• Focus on customer needs and create world-class experiences.
• Coach and develop customer-facing support teams.
• Utilize tools like Salesforce, Zendesk, and Jira for process management.
• Adapt to complex challenges with agility and resourcefulness.

Requirements

• 10+ years of experience in customer-facing roles.
• Strong knowledge of the Payments ecosystem.
• Experience in a SaaS-based environment preferred.
• Proven leadership skills with a focus on customer satisfaction.
• Ability to analyze data and derive actionable insights.
• Experience managing remote teams is a plus.
• Strong communication and problem-solving abilities.
• Familiarity with web technologies and system integration.
• Resourceful and proactive in stakeholder management.
• Ability to work in a fast-paced and evolving environment.

Benefits

• Opportunity for professional growth and development.
• Collaborative and supportive team environment.
• Work with innovative technologies and solutions.
• Engagement with a diverse customer base.
• Flexible work arrangements.