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
• Exposure to the Payments industry
• Bachelor’s or Master’s Degree

Responsibilities

• Drive customer satisfaction, improve customer retention, and promote customer advocacy
• Lead a team of Customer Care Managers, acting as the contact point between the first line of defense and senior executives
• Enhance service delivery and provide world-class customer service
• Regularly present efforts in conceiving, defining, delivering, monitoring, and refining Versapay’s approach to Customer Care to maximize business results
• Collaborate closely with cross-functional teams to ensure seamless delivery of exceptional customer experiences and drive long-term value for 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 appropriate engagement using automation and tools
• 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 clients using advanced analytics and Generative AI techniques
• Optimize current processes, remove obsolete ones, and create new processes to ensure Versapay's customers are successful
• Identify areas for ongoing product development to streamline processes and improve the customer experience
• 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
• Provide high-quality problem-solving support, advice, and guidance to internal and external customers
• Resolve client escalations, drive post-mortem root cause analysis, and recommend and implement improvements
• Stay current with product changes and strategies to enhance service delivery and drive customer satisfaction
• Collaborate with internal teams regarding Customer Care strategy and delivery on key metrics/results
• Collect, analyze, and summarize 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
• 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