Senior Director, Customer Care

Summary

Join Versapay as the Sr. Director of Customer Care and lead a team focused on driving customer satisfaction, retention, and advocacy. You will be responsible for optimizing processes, managing escalations, collaborating with cross-functional teams, and tracking key metrics. This role requires 10+ years of experience leading customer-facing teams in a SaaS/Fintech environment, preferably within the payments industry. A Bachelor's or Master's degree is required. You will leverage your technical expertise to enhance service delivery and present your efforts regularly to maximize business results. The position offers a meaningful opportunity for professional growth and collaboration within a dynamic team.

Requirements

• 10+ years of experience leading customer facing teams within a SaaS and/or Fintech company that provided exposures to the Payments industry
• Bachelor’s or Master’s Degree

Responsibilities

• Lead a team of Customer Care Managers, acting as the contact point between the first line of defense and the senior executives at Versapay and our customers
• Enhance service delivery and provide world class customer service
• Regularly present your efforts in conceiving, defining, delivering, monitoring, and refining Versapay’s approach to Customer Care, in order to maximize business results
• Collaborate closely with cross-functional teams to ensure the seamless delivery of exceptional customer experiences and drive long-term value for our clients
• Refine and establish new KPIs and metrics to measure the effectiveness of customer care initiatives, track customer health, and drive accountability across the team
• Deliver an exceptional customer experience by developing the appropriate engagement using automation and tools that meet the customer where they are, which will be measured through customer satisfaction and NPS scores
• Bring strategic operational thinking, and an ability to turn insights into plans for continuous process and automation improvement
• Partner to design and implement innovative solutions to serve our clients using advanced analytics and Generative AI techniques, with a particular emphasis on expeditious resolution, enhanced support, and client advocacy
• Optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring Versapay's customers are successful
• Identify areas for ongoing product development, with the intention to streamline processes and improve the customer experience before issues become issues
• Resolve and deal with customer escalations while maintaining an excellent relationship with the customer
• Manage communication with internal leadership and clients from engagement to resolution
• Respond to escalations by providing high-quality problem-solving support, advice, and guidance to internal and external customers while maintaining appropriate process and system governance
• Resolve client escalations, drive post-mortem root cause analysis and recommend and implement improvements to ensure long-term remediation of issues
• Stay current with product changes and strategies to enhance our service delivery and drive customer satisfaction
• Collaborate with internal teams regarding Customer Care strategy and delivery on key metrics / results through collection, analyzing and summarizing data and trends to surface insights to the broader leadership and product teams
• Collaborate across Versapay’s teams from support, professional services, customer success, sales and marketing and much more, from the moment customers are onboarded and beyond
• Develop, track, and communicate metrics of success and insights for improvement
• Ensure closed-loop reporting and follow up for all customers, with an emphasis on delivering exceptional customer care
• Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue
• Use data-driven insights to continuously improve the customer experience

Preferred Qualifications

• Experience in a growing SaaS-based company
• Experience with Salesforce Service Cloud, Zendesk, and Jira
• Experience with web technologies, system integration, API concepts and systems interoperability

Benefits

• $145,000 - $150,000 a year
• #LI-Remote