Senior Director of Customer Care - Remote

Overview

As the Sr. Director of Customer Care at Versapay, you will drive customer satisfaction, improve retention, and promote advocacy while leading a team of Customer Care Managers.

In Short

• Lead customer satisfaction and retention initiatives.
• Manage a team of Customer Care Managers.
• Enhance service delivery through technical expertise.
• Collaborate with cross-functional teams for exceptional customer experience.
• Establish KPIs and metrics for customer care initiatives.
• Utilize automation and tools for customer engagement.
• Resolve customer escalations and maintain relationships.
• Develop and track customer success metrics.
• Provide insights for continuous improvement.
• Promote a culture of customer obsession and teamwork.

Requirements

• 10+ years of experience in customer-facing roles.
• Experience in SaaS and/or Fintech industries.
• Strong knowledge of the Payments ecosystem.
• Proven leadership and team development skills.
• Ability to manage escalations and crisis situations.
• Experience with Salesforce Service Cloud, Zendesk, and Jira.
• Agility in adapting to complex problems.
• Resourceful and proactive in stakeholder management.
• Strong analytical skills for data-driven insights.
• Bachelor’s or Master’s Degree required.

Benefits

• Opportunity for professional growth.
• Collaborative and inclusive work environment.
• Focus on employee development and internal mobility.
• Commitment to diversity and inclusion.
• Flexible work arrangements.
• Access to advanced tools and technologies.
• Supportive leadership and team culture.
• Engagement in meaningful customer interactions.
• Competitive compensation and benefits.
• Work with a growing team of professionals.