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  • ID
    #20006162
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    Trust Payments
  • Date
    2021-08-31
  • Deadline
    2021-10-30
 
Permanent

Vacancy expired!

TruPayMe have an exciting opportunity for a

Customer Success Team Lead to join the team.

Location: Alpharetta, AtlantaSalary: Competitive + Benefits

About Us: TruPayMe is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled TruPayMe to establish itself as a leading Fintech Payments group. TruPayMe was recently recognised for its accomplishments in employee engagement and is now considered one of the UK’s “Best Companies to Work having been awarded a 1 star rating indicating very good levels of workplace engagement.” Winning accolades in three other categories include being One of Financial Services top 30 companies, one of London’s top 75 large companies, and one of Wales top 30 companies to work for.

Customer Success Team Lead – The Role: The Support Team consists of 1st and 2nd line support and acts as the first point of contact to Merchants who have queries on the platform. It’s responsible for reactively resolving 1st and 2nd line issues received through live chat, email and phone. Additionally the team is responsible for handling administrative tasks such as account administration and billing. The Customer Success Team Lead is a new role, and key as the business grows and our customer support functions evolve. You will work closely with the Head of Operations - Stor and US Head of Operations to shape the Customer Success team and will be a vital part of achieving our ambitions goals of taking the service we provide our customers to the next level. You will collaborate closely with the Head of Operations - Stor to ensure a cohesive and seamless support and success function. You will use your skills and experience as a customer service/support lead to coach, mentor and develop the team into an effective customer focused service desk, delivering outstanding levels of customer service throughout the support life cycle.

Customer Success Team Lead - Key Responsibilities: - Leading and moulding the USA Customer Success team towards outstanding customer service- Managing a team of Customer Success Executives and co-ordinating / overseeing their workload efficiently and effectively on a day-to-day basis- Monitoring the Support Desk workflow and managing cases- Dealing with customers for escalated issues within the team- Responding to support cases in the Crisp tool and phone calls as required- Assisting Stor merchants during the integration of their website to our payment functionality- Manage Merchant accounts- Record details of inquiries, comments and details of action taken via Crisp- Update ClickUp/Pivotal tracker with feature requests/bugs respectively- Liaise with TrustPayment Support Technical and Service support desks for Payment related issues- Tracking ClickUp/Pivotal tickets escalated to development and updating them where necessary- Liaise with Engineering as needed.- Providing weekly reports for the Head of Operations regarding issues, sign-ups and workload- Conduct meetings with the team as required (on-going issues, requirements, 1:1s etc.)- Keep the Head of Operations updated on support issues, and request assistance where needed- On request, provide additional data for management reporting- Managing Support Desk projects, and being the main contact on projects that involve the Support Desk team

Customer Success Team Lead – You: - 2+ years leading a service desk or customer service orientated support team- 3+ years working in a service desk or customer support team- Strong customer orientation- Proactive approach to customer issues- Responding to merchant queries in a timely manner with patience and empathy- Acting as an inspiring Team Leader for Executives to help them continue to improve and grow professionally- Ability to work accurately in a fast paced, rapidly changing environment.- A good working knowledge of eCommerce tools and best practices is an advantage for example marketing, SEO, Web Design, Google Analytics, etc Bonus Experience: - eCommerce experience or running a business- Any experience or interest in marketing, retail or sales Requirements:

- Available to work full time- Experience Leading and/or building Customer Success Teams- Previous experience in SaaS/PaaS- Commutable distance from Atlanta Office- Willingness and commitment to ongoing growth and learning

Customer Success Team Lead - Benefits:

- Opportunity to be part of a rapidly scaling eCommerce Platform- Health and Wellbeing ethos- Family friendly enhanced benefits/policies- Pension, Healthcare, Life Assurance- Social events and team building

To submit your CV for this exciting

Customer Success Team Lead opportunity, please press ‘Apply’ now.

Vacancy expired!

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