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Senior Customer Operations Manager

Job LocationLondon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time Work from home

Job Description

Job Description Due to continued growth, APEXX are looking for a Senior Customer Operations Manager to become an embedded part of our Service Operations. Our successful candidate is someone with strong people skills, who is keen to take on a plethora of responsibilities,has a roll-the-sleeves-up attitude, wants to grow their career with the business, and develop an effective Customer Operations function. About You This role is perfect for a Customer Operations Manager (or equivalent) with extensive experience in payments support and customer success. We are looking for an individual with a willingness to share their knowledge with the business. Career Experience: Extensive experience in a Customer Success/Technical Account Manager role, engaged with enterprise level customers, within an E-Commerce Payments Gateway and/or Acquirer organisationExperienced in client service and familiar with working in a high-pressure environment where client service has a direct effect on the bottom lineExperienced in using analytics tools and support systems and deriving insightful data from such systemsComfortable interacting at all levels with diverse roles in a customer organisation; including engineers, product and project managers, risk and compliance managers and executive leadershipExperience in managing off-shore teamsHave an understanding of the payment processing ecosystemSystems Experience:Experience working with APIsExperienced user of Freshdesk or similar ticketing systems, Jira, ConfluenceBasic to intermediate SQL skills (MySQL, Snowflake, Postgres)Knowledge of Agile development methodologyExperience in documenting and diagraming end-to-end eCommerce payment flowsExperience in any of the following an advantage: Postman, Excel, Kibana, Grafana ResponsibilitiesCustomer Success: Building out the customer success function from the ground upMonitor, analyse and interpret APEXX systems data to identify trends that impact the customer experience and identify inefficiencies before they become reported issuesMinimise customer churn by maintaining ongoing customer relationships, working hand in hand with our Account Managers, Implementation team and Support teamProvide customer feedback to the Product teamWork with customers to establish, track, and report on merchant-specific KPIsWork with Account Managers to deliver Merchant Quarterly Business Reviews/Executive Business ReviewsCollaborate with other teams and take ownership of the coordination of new project launches for live customersCollaborate with wider internal teams as required to enhance the quality of the customer lifecycle and realise the APEXX ambition of being the worlds most merchant centric payments provider Customer Support: Lead a team of six Level 1 Support agents to handle and resolve customer requests, problems and complaints, promoting strong team-work attitude and self-sufficiency in Level 1 support proceduresGrowth in the roleBuild the Customer Operations team as APEXX scales, assisting SVP Operations in global Customer Operations strategy. Natural progression in this role would lead to a Head of Customer Operations / Global Head of Customer Operations. Perks and Benefits: Aside from the opportunity to work for a tech-scale up, having great responsibility and varied tasks every day, other benefits includes:Health: APEXX pension scheme with Scottish Widows offering salary exchange, Life Insurance 4x salary & 5 years salary protection for critical illness, we care package with access to 24 hour GPs globally, Bike 2 work scheme, Enhanced Adoption, Maternity& Paternity LeaveEnrichment: Learning and development training, with a £300 yearly budget, to strengthen your career and progression, leadership in house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter.Holiday: 25 days holiday plus bank holidays. We love birthdays! - additional paid holiday for your birthday. Holiday increases a day each year after 3 years with APEXX and have the option to carry 5 days holiday over to the following year.Work: Complete Flexi working locations & Flexi hours with the opportunity to hot desk from three of our global offices. Our HQ is in the popular Fintech hub of Shoreditch, London, option of working 2 weeks a month abroad! Monthly Fireside Chats and learningprograms, Apple Mac Laptop and home equipment provided.Social: Monthly team outings & incentives. Some of our recent ones include: Yoga, Break Out Rooms, APEXX Quizzes, Wine Tasting, Afternoon Teas, Golf Tournaments. About APEXX APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industrys most merchant-centric provider. Through our platform a merchant can connect via a simple API connectionto the worlds payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market. Whats more, we won the Most Disruptive Payment Technologyaward in 2018 for the second consecutive year. No other company has ever retained this award and it demonstrates that APEXX is at the forefront of what can be achieved in Payments Technology.Apexx is an equal opportunities employer committed to encouraging equality, diversity, and inclusion among our employees and eliminating discrimination.

Keyskills :
Customer SupportManagementCustomer SuccessOnline Payment

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