FREED - Customer Service Manager (2-7 yrs)

Role Brief:

- We are seeking a dedicated and results-driven Customer Success Manager to join our Customer Success Team.

- The ideal candidate will play a key role in ensuring our customers successfully navigate their debt relief journey, providing them with the support, guidance, and resources they need to achieve financial freedom.

- The Customer Success Manager will act as a trusted advisor to our clients, ensuring they receive the highest level of service and assistance throughout the program.

Key Responsibilities:.

Team Leadership & Management:.

- Lead and manage a team of assistant managers and customer success representatives, providing guidance, training, and ongoing support.

- Set clear goals, KPIs, and expectations for the team, and ensure alignment with the Companys customer success strategy.

- Foster a collaborative and high-performance team culture, ensuring each team member is motivated, accountable, and focused on client success.

Client Onboarding & Engagement Strategy:.

- Oversee the client onboarding process, ensuring the team effectively guides clients through their debt relief journey from the start.

- Ensure the team is providing personalized and empathetic support to clients, addressing their individual needs, and ensuring full understanding of the program.

Customer Support & Guidance Oversight:.

- Monitor team performance to ensure that customer issues, concerns, and questions are resolved promptly and professionally.

- Act as an escalation point for complex customer issues that require higher-level intervention or strategic problem-solving.

- Ensure that the team is offering expert financial guidance and consistent communication to clients throughout their participation in the program.

Program Monitoring & Process Optimization:.

- Oversee the tracking of client progress, ensuring the team maintains accurate records and proactively engages clients to keep them on track.

- Identify trends and gaps in service delivery, making data-driven decisions to improve processes, optimize program outcomes, and enhance the client experience.

Strategic Account Management:.

- Ensure the team is addressing high-value clients and at-risk cases with the appropriate attention and action plans.

- Develop and implement strategies for customer retention, minimizing churn, and maximizing the likelihood of successful program completion.

Cross-Department Collaboration:.

- Work closely with other departments such as Sales, and Creditor Relations to ensure a seamless client experience from start to finish.

- Collaborate on improving customer satisfaction and service offerings by identifying opportunities for cross-functional initiatives and improvements.

Reporting & Performance Metrics:.

- Provide regular reports and dashboards on team performance, customer satisfaction, and program outcomes to senior leadership.

- Analyze key customer success metrics to assess the health of the customer base, identify potential risks, and ensure the achievement of business goals.

Training & Development:.

- Develop and deliver ongoing training programs for the team to ensure they are up to date with the latest industry best practices, financial guidance strategies, and company policies.

- Foster a culture of continuous learning and professional growth within the team.

Experience:.

- 2+ years of experience in customer success, account management, or financial services (experience in debt relief or financial counseling is a plus).

- Minimum 2yrs of experience as a Team Lead or Assistant Manager or Manager.

Communication:.

- Exceptional written and verbal communication skills, with the ability to convey complex information in a clear and empathetic manner.

- Strong active listening skills and the ability to address sensitive customer concerns effectively.

Problem Solving:.

- Ability to identify issues quickly and provide creative, practical solutions to meet client needs.

- Experience managing client escalations and resolving conflicts in a professional and efficient manner.

- Customer-Centric Approach: Passionate about helping clients succeed and committed to delivering exceptional customer service.

- Empathetic, patient, and understanding when dealing with clients facing financial challenges.

- Financial Literacy:. Solid understanding of debt relief options, financial planning, budgeting, and credit management.

- Knowledge of industry regulations and best practices in debt relief and financial services.