Manager - Customer Service

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:

1. Team Leadership & Management:

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

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

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

2. Client Onboarding & Engagement Strategy:

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

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

3. Customer Support & Guidance Oversight:

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

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

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

4. Program Monitoring & Process Optimization:

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

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

5. Strategic Account Management:

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

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

6. Cross-Department Collaboration:

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

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

7. Reporting & Performance Metrics:

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

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

8. Training & Development:

a. 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.

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

Skills & Qualifications:

• Experience:
• 6+ 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.
• Technology Proficiency:
• Experience with Freshdesk preferred.
• Comfortable with Microsoft Office Suite and other productivity tools.

Education:

• A Bachelor’s degree in Business, Finance, or a related field is preferred.