Manager - Customer Success & Operations - FinTech (2-5 yrs)

This Position is for one of our Fintech product-based client, it's a permanent & full-time opportunity (It's not a 3rd Party or Contractual Role).

Job Title : Customer Success and Operations Manager

Location : On-site and full-time

Role Overview :

As the Customer Success and Operations Manager, your mission in the next year is to build the customer experience and operations team at Belong. Your goal is to create meaningful and delightful relationships between customers and Belong by curating every touchpoint between the customer and our Customer Success and Operations teams.

Key Responsibilities:

- Lead and grow an exceptional team of Relationship Managers and Operations Executives.

- Oversee the implementation of the KYC process and customer support, ensuring a customer-centric approach at every step.

- Maintain a customer satisfaction score of 90+ by efficiently coordinating with various teams and delivering top-notch service.

Key Performance Indicators (KPIs) :

- Successfully hire and manage the Customer Success and Operations team.

- Ensure end-to-end KYC and customer support processes are optimized for customer delight.

- Maintain customer satisfaction scores above 90.

Experience Requirements :

- 3-4 years of experience in Customer Success and Operations, preferably in a finance company.

- Experience in team management and hiring is a plus.

Desired Characteristics:

- Customer-obsessed with a strong focus on delivering value.

- Detail-oriented with a keen interest in finance, including an understanding of terms like KYC and transactions.

- Willingness to continuously learn and grow in the financial services domain.

- Strong leadership qualities with the ability to take ownership.

- Enjoys talking to customers and proactively solving their issues.