Customer Support Lead

Summary

Join Papaya Pay as a Customer Support Lead and manage a team of customer support agents, ensuring they meet service level agreements. You will resolve escalated issues, implement strategies to improve customer satisfaction, and track key customer service metrics. Responsibilities include managing the BPO team, analyzing data, reporting to stakeholders, and leading quarterly initiatives. The ideal candidate possesses strong understanding of customer service KPIs, experience with CRMs, and excellent communication skills. This remote position offers a competitive salary and the opportunity to work for a growing fintech company. Open to remote candidates in specific US states.

Requirements

• Strong understanding of traditional customer service KPIs: NPS (net promoter score), CSAT (customer satisfaction), FCR (first contact resolution), handle time, time for first response, SLA, availability, efficiency, etc
• Experience with any CRMs or technology tools (Service Cloud, Zendesk, HelpScout, Kustomer, etc)
• Prior experience with leading training sessions
• Prior experience building training materials from the ground up
• Excellent communicator with a knack for explaining complicated / technical items in a simplistic way
• Comfortable working with ambiguity and capable of quickly shifting priorities given business requirements

Responsibilities

• Escalation Handling
• Act as the point of contact for customer escalations, resolving complex issues with empathy, speed, and sound judgment
• Partner with the BPO leads and internal teams to drive resolution and improve root cause handling
• Create and update information cards in Guru for BPO team
• CS Team (BPO) Management & Oversight
• Build a strong working relationship with the BPO team to ensure alignment on goals, expectations, and quality standards
• Monitor BPO performance and provide feedback, coaching, or support as needed
• CS Metrics Monitoring & Performance Management
• Track and analyze key customer service metrics (CSAT, response times, productivity, resolution rates)
• Identify performance gaps and collaborate with stakeholders to implement improvements
• Data Analysis, Reporting, and Presentations
• Be able to distill the most important and high impact things we can improve on and crystallize insights from all the data you will gather and analyze
• Provide regular report outs to Operations management and key stakeholders (BPO, Product, Sales) about how our team is doing
• Presentations during various meetings to drive change and influence others to change behaviors to improve metrics
• Managing Up and Reporting
• Communicate clearly and proactively with leadership on risks, wins, trends, and opportunities in the CS function
• Prepare and present regular performance summaries and updates on key initiatives
• Identify opportunities to improve support workflows and customer touchpoints
• Project Ownership
• Lead quarterly initiatives aimed at improving customer experience, operational efficiency, or team workflows
• Set goals, manage timelines, and report on outcomes
• Cross-Functional Collaboration
• Serve as the voice of the customer across Operations, Product, Compliance, and other relevant teams
• Ensure smooth handoffs, process alignment, and shared visibility on customer-impacting issues

Benefits

$65,000-$70,000