Internally known as Squad Captain Manager. We’re looking for an experienced senior customer support manager to be an empathetic leader for our Squad Captains and Customer Operations (COps) team.
Our customer operations team is at the heart of Monzo
Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat.
As Squad Captain Manager, you’ll provide support and leadership
Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage a number of Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London and Cardiff to make sure that we apply these policies fairly across all areas of COps.
Communication between offices is a key challenge
You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members.
Each day you’ll be:
Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives
Helping Squad Captains outperform in their roles by:
having regular 1:1s with Squad Captains
giving and receiving feedback about people, process and QA
coaching, mentoring, and developing high performing squads and captains
Running Squad Captain group sessions, e.g. knowledge sharing
Supporting the interviewing and hiring of new Squad Captains/COps
Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire
You should apply if:
You have significant senior management experience, ideally in a customer-centric role
You’ve led successful teams to achieve their goals and have an empathetic leadership style
You’re as comfortable working 1:1 as communicating with large groups
You empower your people to find solutions themselves
You can motivate teams working on ongoing operational work
You are very hands-on and solve problems when you spot them
What we are doing at Monzo excites you!
You’ll spend your first months on the frontline
To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first 2-3 months and then transition into the Squad Captain Manager role.
Logistics:
The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in London.
May 16, 2018
Full time
Internally known as Squad Captain Manager. We’re looking for an experienced senior customer support manager to be an empathetic leader for our Squad Captains and Customer Operations (COps) team.
Our customer operations team is at the heart of Monzo
Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat.
As Squad Captain Manager, you’ll provide support and leadership
Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage a number of Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London and Cardiff to make sure that we apply these policies fairly across all areas of COps.
Communication between offices is a key challenge
You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members.
Each day you’ll be:
Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives
Helping Squad Captains outperform in their roles by:
having regular 1:1s with Squad Captains
giving and receiving feedback about people, process and QA
coaching, mentoring, and developing high performing squads and captains
Running Squad Captain group sessions, e.g. knowledge sharing
Supporting the interviewing and hiring of new Squad Captains/COps
Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire
You should apply if:
You have significant senior management experience, ideally in a customer-centric role
You’ve led successful teams to achieve their goals and have an empathetic leadership style
You’re as comfortable working 1:1 as communicating with large groups
You empower your people to find solutions themselves
You can motivate teams working on ongoing operational work
You are very hands-on and solve problems when you spot them
What we are doing at Monzo excites you!
You’ll spend your first months on the frontline
To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first 2-3 months and then transition into the Squad Captain Manager role.
Logistics:
The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in London.
Responsibilities
Coordinate with customers in the documents used to open accounts.
Coordinate with customers to receive / send documents. It also includes providing basic information to customers on opening an account.
Key customer data into the Nomura DSA system to open an account.
Coordinate with Messenger to ship the customer documents to Nomura and record the delivery of the document in the company database.
May 01, 2018
Full time
Responsibilities
Coordinate with customers in the documents used to open accounts.
Coordinate with customers to receive / send documents. It also includes providing basic information to customers on opening an account.
Key customer data into the Nomura DSA system to open an account.
Coordinate with Messenger to ship the customer documents to Nomura and record the delivery of the document in the company database.
Responsibilities
Monitoring of Records For Storage (RFS)
Records retrieval
Email handling
Commission reporting
GTBC follow up
Non-KYC AMEX monitoring
Incomplete CRP monitoring
Admin works
Qualifications
At least 1 year of experience; Fresh graduates are welcome to apply for the position
With good attention to detail skills, thoroughness, organization and analyzation
Excellent written and verbal communication skills
Proficient in all Windows applications including Word, Excel and Powerpoint
Apr 27, 2018
Full time
Responsibilities
Monitoring of Records For Storage (RFS)
Records retrieval
Email handling
Commission reporting
GTBC follow up
Non-KYC AMEX monitoring
Incomplete CRP monitoring
Admin works
Qualifications
At least 1 year of experience; Fresh graduates are welcome to apply for the position
With good attention to detail skills, thoroughness, organization and analyzation
Excellent written and verbal communication skills
Proficient in all Windows applications including Word, Excel and Powerpoint
Responsibilities
Install and support LANs, WANs, network segments, Internet, and intranet systems
Install and maintain network hardware and software
Monitor networks to ensure security and availability to specific users
Evaluate and modify system's performance
Determine network and system requirements
Maintain integrity of the network, server deployment, and security
Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations
Design and deploy networks
Perform network address assignment
Assign routing protocols and routing table configuration
Assign configuration of authentication and authorization of directory services
Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers
Maintain network servers such as file servers, VPN gateways, and intrusion detection systems
Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
Qualifications
Strong background in planning, deploying and maintaining Microsoft products, especially Windows 2003 server or above /client technologies and Active Directory
Strong Linux technical experience in the Enterprise environment
Working knowledge of MySQL, Java, and Tomcat
Experience in hardware and software installation and troubleshooting, as well as proper escalation and resolution procedures
Must have an extensive knowledge of computer components, computer system builds and configuration and component and software compatibility
Practical experience installing and configuring network firewalls and switches
Knowledge of commonly-used concepts, practices, and procedures in Information Technology and ability to establish guidelines
Detail oriented with excellent analytical skills
Must be available for the after-hour on call rotation schedule
Installation, configuration and support of COTS applications (Antivirus, MS Office, Browsers, etc.)
Strong background in TCP/IP networking software and hardware including Switches and Firewalls
Excellent and effective customer service, communication and interaction skills are required
Multi-platform experience with Linux, Windows and Mac OS X a plus
Experience with VOIP technologies a bonus.
Apr 27, 2018
Full time
Responsibilities
Install and support LANs, WANs, network segments, Internet, and intranet systems
Install and maintain network hardware and software
Monitor networks to ensure security and availability to specific users
Evaluate and modify system's performance
Determine network and system requirements
Maintain integrity of the network, server deployment, and security
Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations
Design and deploy networks
Perform network address assignment
Assign routing protocols and routing table configuration
Assign configuration of authentication and authorization of directory services
Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers
Maintain network servers such as file servers, VPN gateways, and intrusion detection systems
Administer servers, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
Qualifications
Strong background in planning, deploying and maintaining Microsoft products, especially Windows 2003 server or above /client technologies and Active Directory
Strong Linux technical experience in the Enterprise environment
Working knowledge of MySQL, Java, and Tomcat
Experience in hardware and software installation and troubleshooting, as well as proper escalation and resolution procedures
Must have an extensive knowledge of computer components, computer system builds and configuration and component and software compatibility
Practical experience installing and configuring network firewalls and switches
Knowledge of commonly-used concepts, practices, and procedures in Information Technology and ability to establish guidelines
Detail oriented with excellent analytical skills
Must be available for the after-hour on call rotation schedule
Installation, configuration and support of COTS applications (Antivirus, MS Office, Browsers, etc.)
Strong background in TCP/IP networking software and hardware including Switches and Firewalls
Excellent and effective customer service, communication and interaction skills are required
Multi-platform experience with Linux, Windows and Mac OS X a plus
Experience with VOIP technologies a bonus.
Responsibilities
Draft quality assurance policies and procedures
Implement quality assurance standards based on industry practices
Evaluate adequacy of quality assurance standards
Review the implementation of UAT scripts and Test procedures
Aligns with Product Development Team to ensure all UAT scripts are aligned with Business requirements
Monitor UAT progress and flags team on delayed project or high risks schedules
Document internal audits and other quality assurance activities
Recommend automation tools to improve QA / UAT efficiency
Prepare reports to communicate outcomes of QA / UAT activities
Identify training needs and organize training interventions to meet quality standards
Responsible for document management systems
Assure ongoing compliance with quality and industry regulatory requirements (PCIDSS).
Qualifications
Graduate of College Degree 4+ years preferred
Quality inspection, auditing and testing experience (minimum 4 years)
Product experience on testing App, USSD, and Online
Knowledge of tools, concepts and methodologies of QA
Knowledge of recent trends and automation tools for QA/UAT
Competencies
Attention to detail.
Excellence Personal Communication skills.
Possesses Critical thinking, decision-making andproblem solving skills.
Planning and organizing
Leadership: Influencing, negotiating and delegating abilities.
Customer service orientation.
Teamwork concepts across multi-disciplinary projects.
Apr 27, 2018
Full time
Responsibilities
Draft quality assurance policies and procedures
Implement quality assurance standards based on industry practices
Evaluate adequacy of quality assurance standards
Review the implementation of UAT scripts and Test procedures
Aligns with Product Development Team to ensure all UAT scripts are aligned with Business requirements
Monitor UAT progress and flags team on delayed project or high risks schedules
Document internal audits and other quality assurance activities
Recommend automation tools to improve QA / UAT efficiency
Prepare reports to communicate outcomes of QA / UAT activities
Identify training needs and organize training interventions to meet quality standards
Responsible for document management systems
Assure ongoing compliance with quality and industry regulatory requirements (PCIDSS).
Qualifications
Graduate of College Degree 4+ years preferred
Quality inspection, auditing and testing experience (minimum 4 years)
Product experience on testing App, USSD, and Online
Knowledge of tools, concepts and methodologies of QA
Knowledge of recent trends and automation tools for QA/UAT
Competencies
Attention to detail.
Excellence Personal Communication skills.
Possesses Critical thinking, decision-making andproblem solving skills.
Planning and organizing
Leadership: Influencing, negotiating and delegating abilities.
Customer service orientation.
Teamwork concepts across multi-disciplinary projects.
Job Summary:
Responsible for providing telephone and email support to customers both locally and overseas. The Customer Service Associates rotate in shifts to ensure 24/7 support coverage. They must be committed to meeting or exceeding customer expectations by understanding customer needs and providing both short-term and long-term solutions to address them. The CSA’s are expected to provide solutions in the shortest time possible without compromising the quality of service provided.
Reporting Relationships:
Directly Monitored and Evaluated by the Customer Service OIC
Duties & Essential Job Functions:
Respond to inquiries, complaints and requests from external and internal customers via phone, email or chat.
Provide customers with product and service information.
Monitor order requests to ensure fulfillment by communicating with designated partners and department.
Identify, troubleshoot and resolve customer issues using the computer system like account/product webtool and other online services.
Follow-up on customer inquiries not immediately resolved.
Complete call logs and other related reports from customers and products.
Recommend process improvements.
Other Functions & Responsibilities:
Responsible for ensuring personnel security. This includes physical and environmental security. Ensures secure working areas.
Qualifications:
Graduate of any 4-year course from a reputable College or University
Possess high sense of customer satisfaction
1 year experience supporting end-users. Experienced doing IT CSR/Help Desk support a plus.
Must possess excellent oral and written English and Filipino communications skills.
Must be willing to work on a 24x7 schedule
Good problem solving and decision-making skills. Able to work with minimum supervision.
Highly organized; able to keep schedules and commitments
Has strong sense of urgency and consistently shows the ability to resolve operations and service issues within a short time span.
Display ownership of responsibilities, concerned with ensuring both short and long term solutions are in place for assigned operation processes.
Has a keen eye for detail.
Should have a pleasing disposition.
Should be familiar working with Web, Mobile applications and Microsoft Office applications (Word, Excel and Outlook Email).
Apr 23, 2018
Full time
Job Summary:
Responsible for providing telephone and email support to customers both locally and overseas. The Customer Service Associates rotate in shifts to ensure 24/7 support coverage. They must be committed to meeting or exceeding customer expectations by understanding customer needs and providing both short-term and long-term solutions to address them. The CSA’s are expected to provide solutions in the shortest time possible without compromising the quality of service provided.
Reporting Relationships:
Directly Monitored and Evaluated by the Customer Service OIC
Duties & Essential Job Functions:
Respond to inquiries, complaints and requests from external and internal customers via phone, email or chat.
Provide customers with product and service information.
Monitor order requests to ensure fulfillment by communicating with designated partners and department.
Identify, troubleshoot and resolve customer issues using the computer system like account/product webtool and other online services.
Follow-up on customer inquiries not immediately resolved.
Complete call logs and other related reports from customers and products.
Recommend process improvements.
Other Functions & Responsibilities:
Responsible for ensuring personnel security. This includes physical and environmental security. Ensures secure working areas.
Qualifications:
Graduate of any 4-year course from a reputable College or University
Possess high sense of customer satisfaction
1 year experience supporting end-users. Experienced doing IT CSR/Help Desk support a plus.
Must possess excellent oral and written English and Filipino communications skills.
Must be willing to work on a 24x7 schedule
Good problem solving and decision-making skills. Able to work with minimum supervision.
Highly organized; able to keep schedules and commitments
Has strong sense of urgency and consistently shows the ability to resolve operations and service issues within a short time span.
Display ownership of responsibilities, concerned with ensuring both short and long term solutions are in place for assigned operation processes.
Has a keen eye for detail.
Should have a pleasing disposition.
Should be familiar working with Web, Mobile applications and Microsoft Office applications (Word, Excel and Outlook Email).
Midtrans strives to develop a better payment solutions for the eCommerce industry. Business Activation Specialist in Midtrans are crucial for our company’s success for you will be the hub of the latest trends and needs of our eCommerce merchants.
What will you do?
Business Activation Specialist in Midtrans will help eCommerce merchants to tackle their payment challenges on selling online. You will provide a personalized consulting service for new and existing merchants by building a strong and lasting relationship with them and think critically on ways to increase and improve payment experience on their website. You will be a trusted go to person for any payment related inquiries and become the driving force behind our merchant’s success in growing their business.
If you are up for these challenges and would like to work with a dynamic team who strives to provide the best payment solutions, we would love to hear from you and look forward for you to join the team!
Roles & Responsibilities
Develop a strong understanding of the eCommerce market and be the first person that a merchant calls for any eCommerce inquiries
Analyze the merchant's business, and suggest various payment products as appropriate
Manage relationships with new and existing merchants to understand their business needs
Assist on the integration processes with Midtrans
Qualifications
Fluent in both written and spoken English and Indonesian
A highly analytical problem-solver
Passionate in the eCommerce industry
Must possess a “can-do” attitude
Friendly, outgoing, and customer service oriented
Excellent communication skills
Prior experience with Payment Gateways, or any work involving merchant onboarding is preferred
Apr 20, 2018
Full time
Midtrans strives to develop a better payment solutions for the eCommerce industry. Business Activation Specialist in Midtrans are crucial for our company’s success for you will be the hub of the latest trends and needs of our eCommerce merchants.
What will you do?
Business Activation Specialist in Midtrans will help eCommerce merchants to tackle their payment challenges on selling online. You will provide a personalized consulting service for new and existing merchants by building a strong and lasting relationship with them and think critically on ways to increase and improve payment experience on their website. You will be a trusted go to person for any payment related inquiries and become the driving force behind our merchant’s success in growing their business.
If you are up for these challenges and would like to work with a dynamic team who strives to provide the best payment solutions, we would love to hear from you and look forward for you to join the team!
Roles & Responsibilities
Develop a strong understanding of the eCommerce market and be the first person that a merchant calls for any eCommerce inquiries
Analyze the merchant's business, and suggest various payment products as appropriate
Manage relationships with new and existing merchants to understand their business needs
Assist on the integration processes with Midtrans
Qualifications
Fluent in both written and spoken English and Indonesian
A highly analytical problem-solver
Passionate in the eCommerce industry
Must possess a “can-do” attitude
Friendly, outgoing, and customer service oriented
Excellent communication skills
Prior experience with Payment Gateways, or any work involving merchant onboarding is preferred
As a technical support engineer, you will be part of a front-line team that will manage and monitor our infrastructure technologies and solve issues. You will be responsible for providing high quality technical support, giving real-time updates and analysis, and being part of solutions for Midtrans' wide range technologies and system.
Responsibilites
Monitoring overall infrastructure and critical system performance and availabilities
Preparing and presenting reports of technical issues
Managing and processing internal user requests
Reporting and escalating issues to related teams
Reviewing technical product change requests
Learning about product updates and new technologie.
Basic troubleshooting when there is a technical issues
Researching new technologies or improvements for monitoring system
Qualification
Basic knowledge in DNS, TCP/IP, and networking concept
Basic knowledge in Linux
Strong team player, work well under pressure
Willing to work in shift (morning/day/night)
Working place in Jakarta/Bandung
Knowledge in programming language is a plus
Apr 19, 2018
Full time
As a technical support engineer, you will be part of a front-line team that will manage and monitor our infrastructure technologies and solve issues. You will be responsible for providing high quality technical support, giving real-time updates and analysis, and being part of solutions for Midtrans' wide range technologies and system.
Responsibilites
Monitoring overall infrastructure and critical system performance and availabilities
Preparing and presenting reports of technical issues
Managing and processing internal user requests
Reporting and escalating issues to related teams
Reviewing technical product change requests
Learning about product updates and new technologie.
Basic troubleshooting when there is a technical issues
Researching new technologies or improvements for monitoring system
Qualification
Basic knowledge in DNS, TCP/IP, and networking concept
Basic knowledge in Linux
Strong team player, work well under pressure
Willing to work in shift (morning/day/night)
Working place in Jakarta/Bandung
Knowledge in programming language is a plus
PROGRAM "INTRODUCTION - AGENT INCOME" in 2018
Special program for CTV introducing potential agents to develop OOP payment acceptance point system. Each time a customer introduces new customers, they receive 200,000 VND / agent .
Please quickly register the form below, we will contact you soon to guide detailed rules to participate in the program.
GENERAL CONDITIONS :
Introduced customers agree to sign agency contract
Introduced customers have deployed MKT at least once
Affiliates are introduced at least one transaction
Existing OOP customers will not be counted
Contingent customers will not be counted
The period from the beginning of the month to the end of the month is based on the number of valid Agent.
Payment of remuneration on the 5th of every month
Apr 17, 2018
Full time
PROGRAM "INTRODUCTION - AGENT INCOME" in 2018
Special program for CTV introducing potential agents to develop OOP payment acceptance point system. Each time a customer introduces new customers, they receive 200,000 VND / agent .
Please quickly register the form below, we will contact you soon to guide detailed rules to participate in the program.
GENERAL CONDITIONS :
Introduced customers agree to sign agency contract
Introduced customers have deployed MKT at least once
Affiliates are introduced at least one transaction
Existing OOP customers will not be counted
Contingent customers will not be counted
The period from the beginning of the month to the end of the month is based on the number of valid Agent.
Payment of remuneration on the 5th of every month
Job description
Exp: 2-5 years; Job DescriptionThis role is for people who enjoy talking to customers, understanding their needs and helping them overcome the challenges with digital platform over phone call and emails.SkillsCRM, Financial Services, English language, Hindi Language, Well Spoken
Desired Skills and Experience
API Creation ,CRM ,FinancialServices ,Englishlanguage ,HindiLanguage , understanding their needs, digital platform over phone call and emails
Apr 13, 2018
Full time
Job description
Exp: 2-5 years; Job DescriptionThis role is for people who enjoy talking to customers, understanding their needs and helping them overcome the challenges with digital platform over phone call and emails.SkillsCRM, Financial Services, English language, Hindi Language, Well Spoken
Desired Skills and Experience
API Creation ,CRM ,FinancialServices ,Englishlanguage ,HindiLanguage , understanding their needs, digital platform over phone call and emails
Our mission We’re blowing the world of investing wide open. We believe everyone deserves the same access to world-class investing as the big guys. Whether you are new to investing or you are an experienced trader, we have the solution for you. Our mission is to use technology to make growing your money simpler, smarter and more affordable. We put the customer in the center of everything we do. We live and breath agile product development which supports the fluid nature of our business. We believe in mentoring and continuous improvement. Our company 8 Securities was founded in 2011 and has established itself as a FinTech leader in Asia. We thrive on building innovative consumer and B2B products on the latest technology. We were the first in Asia to deploy our services in the cloud, introduce social investment and offer a robot advisory service. We serve over 60,000 customers in over 50 countries. Our mobile first products include robot advisory for passive investors and trading for those that are self-directed. We are licensed in Hong Kong under the Securities & Futures Commission and in Japan under the Financial Services Agency. Our products and services are available in English, Chinese and Japanese. Our team Our team is dynamic, diverse and bound by a passion for great technology and products. We welcome new ideas, we debate, we take risks and we move forward together. As a team we have a direct impact on the future of 8 Securities and the industry as a whole. We live and breath agile development which supports the fluid nature of our business. We believe in mentoring and continuous improvement. Position responsibilities ● Improve customer service experience, create engaged customers and facilitate organic growth ● Take ownership of customers issues and follow problems through to resolution ● Set a clear mission and deploy strategies focused towards that mission ● Develop service procedures, policies and standards ● Keep accurate records and document customer service actions and discussions ● Analyse statistics and compile accurate reports ● Keep ahead of industry’s developments and apply best practices to areas of improvement ● Control resources and utilise assets to achieve qualitative and quantitative targets ● Adhere to and manage the approved budget ● Maintain an orderly workflow according to priorities Qualifications ● At least 1-2 years working experience in customer service ● Licensed representative under the SFC ● Fluent in Cantonese and English. Putonghua a plus. ● Working knowledge of customer service software, databases and PC tools ● Awareness of industry’s latest technology trends and applications ● Strong client-facing and communication skills ● Advanced troubleshooting and multitasking skills ● Customer service orientation
Mar 15, 2018
Full time
Our mission We’re blowing the world of investing wide open. We believe everyone deserves the same access to world-class investing as the big guys. Whether you are new to investing or you are an experienced trader, we have the solution for you. Our mission is to use technology to make growing your money simpler, smarter and more affordable. We put the customer in the center of everything we do. We live and breath agile product development which supports the fluid nature of our business. We believe in mentoring and continuous improvement. Our company 8 Securities was founded in 2011 and has established itself as a FinTech leader in Asia. We thrive on building innovative consumer and B2B products on the latest technology. We were the first in Asia to deploy our services in the cloud, introduce social investment and offer a robot advisory service. We serve over 60,000 customers in over 50 countries. Our mobile first products include robot advisory for passive investors and trading for those that are self-directed. We are licensed in Hong Kong under the Securities & Futures Commission and in Japan under the Financial Services Agency. Our products and services are available in English, Chinese and Japanese. Our team Our team is dynamic, diverse and bound by a passion for great technology and products. We welcome new ideas, we debate, we take risks and we move forward together. As a team we have a direct impact on the future of 8 Securities and the industry as a whole. We live and breath agile development which supports the fluid nature of our business. We believe in mentoring and continuous improvement. Position responsibilities ● Improve customer service experience, create engaged customers and facilitate organic growth ● Take ownership of customers issues and follow problems through to resolution ● Set a clear mission and deploy strategies focused towards that mission ● Develop service procedures, policies and standards ● Keep accurate records and document customer service actions and discussions ● Analyse statistics and compile accurate reports ● Keep ahead of industry’s developments and apply best practices to areas of improvement ● Control resources and utilise assets to achieve qualitative and quantitative targets ● Adhere to and manage the approved budget ● Maintain an orderly workflow according to priorities Qualifications ● At least 1-2 years working experience in customer service ● Licensed representative under the SFC ● Fluent in Cantonese and English. Putonghua a plus. ● Working knowledge of customer service software, databases and PC tools ● Awareness of industry’s latest technology trends and applications ● Strong client-facing and communication skills ● Advanced troubleshooting and multitasking skills ● Customer service orientation
ayondo is an exciting and growing FinTech company located in the Silicon Roundabout of Old Street. With its TradeHub and WeTrade trading platforms, ayondo has won several awards for Best Social Trading Platform and best service. Core businesses include social trading, CFDs and Spreadbetting.
ayondo is currently undergoing aggressive growth and global expansion with offices in London, Frankfurt, Singapore, Madrid, Barcelona and Zug. In addition, in the early part of next year, ayondo will be listed on the Singapore Stock Exchange.
The Client Services team plays a crucial part in the growth of our success. We are looking for an enthusiastic new member to join and support the international team and help us continue that growth.
The Person
Key Requirements:
Fluent German (native speaking level) and good English, an additional language a plus
University degree or studying a university degree
Interest in financial markets and products (CFDs, Spread Betting, Social Trading)
Ability to work under pressure
Solid knowledge of Microsoft Office products
A professional telephone manner, strong communication skills (verbal and written) and the confidence to build and develop good relationships with clients
Attention to detail and strong work ethics
Ability to work individually and as a part of a team
The Role
Key Responsibilities
Reviewing KYC documents, conducting KYC checks
Actively contacting clients on the phone and email regarding KYC documents
Communication with clients on daily basis via email and over the phone
Acquisition of new clients by converting demo leads
Reactivation of dormant accounts
Additional administrative tasks
The Benefits
You will be part of a young and international team with the opportunity to work and develop within a fast expanding and exciting FinTech company. Ayondo has an open and dynamic corporate culture and you can expect a diversified and exciting working field. Creativity in acquisition of new clients and generating innovative ideas for products is desirable and will be encouraged.
Salary: Paid Internship Location: London Job Type: 6 months Internship Start Date: August 2018 onwards Contact: Michael Hunter
Mar 15, 2018
Intern
ayondo is an exciting and growing FinTech company located in the Silicon Roundabout of Old Street. With its TradeHub and WeTrade trading platforms, ayondo has won several awards for Best Social Trading Platform and best service. Core businesses include social trading, CFDs and Spreadbetting.
ayondo is currently undergoing aggressive growth and global expansion with offices in London, Frankfurt, Singapore, Madrid, Barcelona and Zug. In addition, in the early part of next year, ayondo will be listed on the Singapore Stock Exchange.
The Client Services team plays a crucial part in the growth of our success. We are looking for an enthusiastic new member to join and support the international team and help us continue that growth.
The Person
Key Requirements:
Fluent German (native speaking level) and good English, an additional language a plus
University degree or studying a university degree
Interest in financial markets and products (CFDs, Spread Betting, Social Trading)
Ability to work under pressure
Solid knowledge of Microsoft Office products
A professional telephone manner, strong communication skills (verbal and written) and the confidence to build and develop good relationships with clients
Attention to detail and strong work ethics
Ability to work individually and as a part of a team
The Role
Key Responsibilities
Reviewing KYC documents, conducting KYC checks
Actively contacting clients on the phone and email regarding KYC documents
Communication with clients on daily basis via email and over the phone
Acquisition of new clients by converting demo leads
Reactivation of dormant accounts
Additional administrative tasks
The Benefits
You will be part of a young and international team with the opportunity to work and develop within a fast expanding and exciting FinTech company. Ayondo has an open and dynamic corporate culture and you can expect a diversified and exciting working field. Creativity in acquisition of new clients and generating innovative ideas for products is desirable and will be encouraged.
Salary: Paid Internship Location: London Job Type: 6 months Internship Start Date: August 2018 onwards Contact: Michael Hunter
Reporting to the Vice President, Customer Success, the Manager of Customer Success is responsible for leading a team of CSM’s for our Nexonia and Tallie brands. They are responsible for continuing to develop and scale the team for future growth. This includes being involved and present for high profile accounts, as well as responsible for performance evaluations, coaching employees in their continued development.
Responsibilities:
Responsible for leading the CSM team, including employee development and performance reviews.
Overall accountability for revenue and customer retention and expansion goals.
Own and drive the overall relationship with high profile customers converting them into advocates for our brands, which includes: Ensuring retention, increasing adoption and overall satisfaction.
Ensure that CSM’s are conducting regular customer health checks by monitoring product usage, support case volume, NPS, CSAT and have appropriate calls to action.
Work to identify any up-sell opportunities for license expansion of existing products and identify for Sales department any new cross-sell opportunities.
Introduce where appropriate, new processes and systems to allow the CSM team to scale effectively.
Advocate customers needs/issues with functional teams (Customer Support, Product, Sales, Marketing, Education) to ensure timely resolution to customer requests or issues.
Maintain in-depth product knowledge and stay up-to-date with ongoing product releases all while educating customers on product enhancements and improvements.
Be accountable for Customer Success KPI’s (% customer retention, % dollar retention with reductions and upsells, Headwind, Tailwind, Net Revenue Retention, Termination KPI’s (Reasons, ARR/MRR lost), At risk customers).
Learn industry best practices and identify how Nexonia solutions can be leveraged to implement these practices for customer success.
Qualifications:
Degree/Diploma at a post-secondary educational institution.
3-5 years as a Customer Success Manager or related Customer Service (B2B) experience would be an asset.
1-2 years as a Manager for an Account Management or CSM team.
Experience with Salesforce platform.
Experience with Zendesk, JIRA or other ticketing system platforms.
Prior experience in Customer Success or related history of increasing customer satisfaction, adoption, and retention.
Familiarity working with clients of different sizes.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Excellent track record of maintaining customer relationships.
Physical Requirements:
Occasional lifting up to 10 pounds
Must be able to work in a climate controlled, office environment
Vision must be good or corrected to normal to perform normal job duties
Hearing must be good to have the ability to understand information to perform job duties
Sitting for extended periods of time
Manual dexterity needed for keyboarding and other repetitive tasks
Feb 16, 2018
Full time
Reporting to the Vice President, Customer Success, the Manager of Customer Success is responsible for leading a team of CSM’s for our Nexonia and Tallie brands. They are responsible for continuing to develop and scale the team for future growth. This includes being involved and present for high profile accounts, as well as responsible for performance evaluations, coaching employees in their continued development.
Responsibilities:
Responsible for leading the CSM team, including employee development and performance reviews.
Overall accountability for revenue and customer retention and expansion goals.
Own and drive the overall relationship with high profile customers converting them into advocates for our brands, which includes: Ensuring retention, increasing adoption and overall satisfaction.
Ensure that CSM’s are conducting regular customer health checks by monitoring product usage, support case volume, NPS, CSAT and have appropriate calls to action.
Work to identify any up-sell opportunities for license expansion of existing products and identify for Sales department any new cross-sell opportunities.
Introduce where appropriate, new processes and systems to allow the CSM team to scale effectively.
Advocate customers needs/issues with functional teams (Customer Support, Product, Sales, Marketing, Education) to ensure timely resolution to customer requests or issues.
Maintain in-depth product knowledge and stay up-to-date with ongoing product releases all while educating customers on product enhancements and improvements.
Be accountable for Customer Success KPI’s (% customer retention, % dollar retention with reductions and upsells, Headwind, Tailwind, Net Revenue Retention, Termination KPI’s (Reasons, ARR/MRR lost), At risk customers).
Learn industry best practices and identify how Nexonia solutions can be leveraged to implement these practices for customer success.
Qualifications:
Degree/Diploma at a post-secondary educational institution.
3-5 years as a Customer Success Manager or related Customer Service (B2B) experience would be an asset.
1-2 years as a Manager for an Account Management or CSM team.
Experience with Salesforce platform.
Experience with Zendesk, JIRA or other ticketing system platforms.
Prior experience in Customer Success or related history of increasing customer satisfaction, adoption, and retention.
Familiarity working with clients of different sizes.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Excellent track record of maintaining customer relationships.
Physical Requirements:
Occasional lifting up to 10 pounds
Must be able to work in a climate controlled, office environment
Vision must be good or corrected to normal to perform normal job duties
Hearing must be good to have the ability to understand information to perform job duties
Sitting for extended periods of time
Manual dexterity needed for keyboarding and other repetitive tasks
Reporting to the Manager, Customer Success, the Customer Success Manager will be responsible for maintaining relationships with our existing customers. This includes being a dedicated Customer Success Manager for assigned customer accounts and owning retention, expansion and overall customer satisfaction. You have the best customer management and business consultancy skills around. You’re passionate about engaging our customers and being proactive in ensuring that they are achieving full value realization of our products and services. You have impeccable relational skills and can create win/win environments for all parties that you work with.
Major Accountabilities:
Own and drive the overall relationship with assigned SMB customers, which includes: Ensuring retention, increasing adoption and overall satisfaction.
Establish a trusted/strategic advisor relationship with each assigned customer account and drive continued value of our products and services.
Conduct regular customer health checks by monitoring product usage, support case volume, NPS, CSAT and have appropriate calls to action.
Perform QBR’s on assigned customer accounts, identify any customers at risk of not renewing and develop nurture programs to bring at-risk customers back to health.
Work to identify any up-sell opportunities for license expansion of existing products and identify for Sales department any new cross-sell opportunities.
Advocate customers needs/issues with functional teams (Customer Support, Product, Sales, Marketing, Education) to ensure timely resolution to customer requests or issues.
Maintain in-depth product knowledge and stay up-to- date with ongoing product releases all while educating customers on product enhancements and improvements.
Establish & grow relationships and build credibility with key client contacts at a senior level.
Qualifications:
Degree/Diploma at a post-secondary educational institution.
1-3 years as a Customer Success Manager or related Customer Service (B2B) experience would be an asset.
Experience with Salesforce platform.
Experience with Zendesk, JIRA or other ticketing system platforms.
Prior experience in Customer Success or related history of increasing customer satisfaction, adoption, and retention.
Familiarity working with clients of different sizes.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Excellent track record of maintaining customer relationships.
Physical Requirements:
Occasional lifting up to 10 pounds
Must be able to work in a climate controlled, office environment
Vision must be good or corrected to normal to perform normal job duties
Hearing must be good to have the ability to understand information to perform job duties
Sitting for extended periods of time
Manual dexterity needed for keyboarding and other repetitive tasks
Feb 16, 2018
Full time
Reporting to the Manager, Customer Success, the Customer Success Manager will be responsible for maintaining relationships with our existing customers. This includes being a dedicated Customer Success Manager for assigned customer accounts and owning retention, expansion and overall customer satisfaction. You have the best customer management and business consultancy skills around. You’re passionate about engaging our customers and being proactive in ensuring that they are achieving full value realization of our products and services. You have impeccable relational skills and can create win/win environments for all parties that you work with.
Major Accountabilities:
Own and drive the overall relationship with assigned SMB customers, which includes: Ensuring retention, increasing adoption and overall satisfaction.
Establish a trusted/strategic advisor relationship with each assigned customer account and drive continued value of our products and services.
Conduct regular customer health checks by monitoring product usage, support case volume, NPS, CSAT and have appropriate calls to action.
Perform QBR’s on assigned customer accounts, identify any customers at risk of not renewing and develop nurture programs to bring at-risk customers back to health.
Work to identify any up-sell opportunities for license expansion of existing products and identify for Sales department any new cross-sell opportunities.
Advocate customers needs/issues with functional teams (Customer Support, Product, Sales, Marketing, Education) to ensure timely resolution to customer requests or issues.
Maintain in-depth product knowledge and stay up-to- date with ongoing product releases all while educating customers on product enhancements and improvements.
Establish & grow relationships and build credibility with key client contacts at a senior level.
Qualifications:
Degree/Diploma at a post-secondary educational institution.
1-3 years as a Customer Success Manager or related Customer Service (B2B) experience would be an asset.
Experience with Salesforce platform.
Experience with Zendesk, JIRA or other ticketing system platforms.
Prior experience in Customer Success or related history of increasing customer satisfaction, adoption, and retention.
Familiarity working with clients of different sizes.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Excellent track record of maintaining customer relationships.
Physical Requirements:
Occasional lifting up to 10 pounds
Must be able to work in a climate controlled, office environment
Vision must be good or corrected to normal to perform normal job duties
Hearing must be good to have the ability to understand information to perform job duties
Sitting for extended periods of time
Manual dexterity needed for keyboarding and other repetitive tasks
Are you the right fit?
The Operations Intern will be part of the Operations department and will have the opportunity to work closely with various teams, including Customer Service, Underwriting, Collections and Operations Administration. This role will tackle numerous projects.
Responsibilities:
Produce and update project status reports and maintain related documentation
Maintain daily reports and productivity metrics
Support Operations team on various team and individual projects
Major Projects:
Assist the operations team with daily functions
Create ways to increase operational process and role efficiency
Group presentation for exec team re: initiatives to improve our business (from an operational perspective)
Details:
Location: Downtown Toronto
Term: May 7 - Aug 31
Hours: Monday - Friday (9-5pm)
Wage: $14/hour
Requirements
Enrolled as a current student in a 4 year undergraduate degree program
Experience with project management
Strong sense of urgency
Good attention to detail
Proficient in Microsoft Word and Excel
Excellent presentation building skills
Exceptional writing and communication skills
Benefits:
You'll gain meaningful experience while working in an environment with great culture and great people!
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Feb 13, 2018
Intern
Are you the right fit?
The Operations Intern will be part of the Operations department and will have the opportunity to work closely with various teams, including Customer Service, Underwriting, Collections and Operations Administration. This role will tackle numerous projects.
Responsibilities:
Produce and update project status reports and maintain related documentation
Maintain daily reports and productivity metrics
Support Operations team on various team and individual projects
Major Projects:
Assist the operations team with daily functions
Create ways to increase operational process and role efficiency
Group presentation for exec team re: initiatives to improve our business (from an operational perspective)
Details:
Location: Downtown Toronto
Term: May 7 - Aug 31
Hours: Monday - Friday (9-5pm)
Wage: $14/hour
Requirements
Enrolled as a current student in a 4 year undergraduate degree program
Experience with project management
Strong sense of urgency
Good attention to detail
Proficient in Microsoft Word and Excel
Excellent presentation building skills
Exceptional writing and communication skills
Benefits:
You'll gain meaningful experience while working in an environment with great culture and great people!
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Are you the right fit?
We are looking for an enthusiastic and self-motivated Customer Service Representative to join the Financeit team. As a CSR you will be the go-to person to help answer questions, troubleshoot problems and provide a great experience for our Partners and Borrowers. You’ll also oversee and coordinate loan payments.
Responsibilities:
Provide top notch customer service by resolving Partner and Borrower inquiries via phone (inbound and outbound) and email
Respond to all inquiries promptly and maintain detailed notes and customer information
Post, reconcile, and balance daily financial transactions related with loan payments and reversals
Maintain strict service level agreements associated with payment processing and daily, weekly, and monthly reconciliations
Understand all the ins and outs of Financeit’s services and products
Identify opportunities to improve overall customer experience
Be an internal champion and voice for our Partners/Borrowers
Work on other special projects to improve the customer experience
Requirements:
Fluent in French and English (both written and oral)
Proven track record with client relationship management
Previous payment processing experience (cheque and cash handling) is required
Ability to multi-task and meet deadlines
Customer centric and positive attitude
Flexible work schedule, evenings and weekend shifts
Efficient and likes to tackle problems with resolve to see them through to completion
Excellent oral and written communication skills
Proficiency in MS Office
Compensation and Benefits:
Salary based on experience
Performance based bonus plan
Group benefits plan
Fitness reimbursement program
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Feb 13, 2018
Full time
Are you the right fit?
We are looking for an enthusiastic and self-motivated Customer Service Representative to join the Financeit team. As a CSR you will be the go-to person to help answer questions, troubleshoot problems and provide a great experience for our Partners and Borrowers. You’ll also oversee and coordinate loan payments.
Responsibilities:
Provide top notch customer service by resolving Partner and Borrower inquiries via phone (inbound and outbound) and email
Respond to all inquiries promptly and maintain detailed notes and customer information
Post, reconcile, and balance daily financial transactions related with loan payments and reversals
Maintain strict service level agreements associated with payment processing and daily, weekly, and monthly reconciliations
Understand all the ins and outs of Financeit’s services and products
Identify opportunities to improve overall customer experience
Be an internal champion and voice for our Partners/Borrowers
Work on other special projects to improve the customer experience
Requirements:
Fluent in French and English (both written and oral)
Proven track record with client relationship management
Previous payment processing experience (cheque and cash handling) is required
Ability to multi-task and meet deadlines
Customer centric and positive attitude
Flexible work schedule, evenings and weekend shifts
Efficient and likes to tackle problems with resolve to see them through to completion
Excellent oral and written communication skills
Proficiency in MS Office
Compensation and Benefits:
Salary based on experience
Performance based bonus plan
Group benefits plan
Fitness reimbursement program
Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
The Position
To support our continued growth and success, we are seeking a rock-solid Customer Solutions Representative who has excellent communication skills and a strong attention to detail. Ideal candidates will provide top notch service and information to our corporate clients.
Your Challenge
Establish and maintain profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met
Create a positive customer service experience by understanding and meeting customer needs quickly, professionally and accurately
Compile and maintain all required records, documents and salesforce entries for all communication with customers
Run online demonstrations for all Ethoca products lines to new and existing customers
Solve problems with unique and outside-of-the-box solutions
Troubleshoot technical tickets
Deliver consistent superior service and interactions with all internal and external parties
Participate as a key team player by supporting team members and operations, as needed
Develop and maintain expertise on all systems and processes
Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
Other duties, as required
Required Skills and Experience
Post-secondary education in business or a related field
2+ years’ experience in a customer service environment servicing corporate clients
The ability to work independently in a multi-tasking environment where attention to detail is a must
Excellent organization skills to prioritize work in a fast paced ever changing environment
Excellent communication skills, patience and the desire to exceed our customers’ service expectations
Proficiency in MS Office – Word, Excel and PowerPoint
Knowledge of Salesforce is an asset
We will offer extensive in-house training to ensure that you have a strong understanding of our customer’s issues and requirements
Work schedule flexibility
Feb 07, 2018
Full time
The Position
To support our continued growth and success, we are seeking a rock-solid Customer Solutions Representative who has excellent communication skills and a strong attention to detail. Ideal candidates will provide top notch service and information to our corporate clients.
Your Challenge
Establish and maintain profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met
Create a positive customer service experience by understanding and meeting customer needs quickly, professionally and accurately
Compile and maintain all required records, documents and salesforce entries for all communication with customers
Run online demonstrations for all Ethoca products lines to new and existing customers
Solve problems with unique and outside-of-the-box solutions
Troubleshoot technical tickets
Deliver consistent superior service and interactions with all internal and external parties
Participate as a key team player by supporting team members and operations, as needed
Develop and maintain expertise on all systems and processes
Liaise with internal departments regarding issues that relate to the customer and advise the manager in a timely manner
Other duties, as required
Required Skills and Experience
Post-secondary education in business or a related field
2+ years’ experience in a customer service environment servicing corporate clients
The ability to work independently in a multi-tasking environment where attention to detail is a must
Excellent organization skills to prioritize work in a fast paced ever changing environment
Excellent communication skills, patience and the desire to exceed our customers’ service expectations
Proficiency in MS Office – Word, Excel and PowerPoint
Knowledge of Salesforce is an asset
We will offer extensive in-house training to ensure that you have a strong understanding of our customer’s issues and requirements
Work schedule flexibility
The Position
To support our continued growth and success, we’re looking for a Customer Integration Specialist who is charged with leading the customer integrations with Ethoca’s products. Our ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan – and stick to it, constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their technical & communications skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the savant like skills we’re looking for, please keep reading.
Your Challenge
Provide technical product and business support to our global merchant, issuer, card brand and processor customers with respect to their implementations of Ethoca solutions
Guide our customers through their product implementations; test files to ensure they meet proper criteria, provide pass/fail results to stakeholders, troubleshoot issues and file pass failures, run SQL queries to very results
Analyze current business and customer processes with respect to implementations and files; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative type approach
Investigate and resolve product technical support issues escalated by customer service, account management, or customers directly in a timely and efficient manner. Know when escalation is required and ensure you’re providing the right details to 2nd line support.
Compile and maintain all required records, documents and Salesforce entries for all communication with customers
Document and keeping our current processes, procedures, and technical specifications related to our solutions implemented up to date
Run online demonstrations and/or customer training for all ethoca products lines to new and existing customers
Build and run reports for internal and external stakeholders to measure performance
Participate in user acceptance testing for product enhancements, new launches and new functionality projects. Create detailed test plans, strategies and test cases to ensure due diligence before starting to process customer files
Develop and maintain expertise on all systems and applicable processes that touch our customers file integrations with ethoca
Create a positive customer service experience by understanding and meeting customer needs quickly, professionally and accurately
Required Skills and Experience
3+ Years’ experience in a technology based customer facing role (i.e. help desk, customer support, customer service, implementations, etc.) ideally in fintech or B2B space
Software and/or Database administration background or exposure
Working knowledge of ticketing systems such as Salesforce.com
Report writing experience: advanced to expert level skills with Excel/SQL/SAS would be an asset.
Ability to work independently and collaboratively in a fast-paced, customer focused environment
Clear and effective communicator both internally and customer facing with various stakeholders (i.e. client management, customer service, technical resources, project managers, business leads)
Strong attention to detail. Get it right, the first time. Be comfortable following procedures, and better yet be comfortable writing them and improving them
Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it
Continuous improvement – demonstrate your ability to build better mousetraps and evolve our thinking
Be quick on your feet – we move fast so you should thrive on learning and change
Comfortable in working with big data and manipulating it to drive insights to inform business decisions for both internal and external stakeholders
Flexibility to support intermittent international time zones for our global customer implementations (EMEA and APAC)
As we service a global customer base, proficiency in another language would be desired, but not required
Post-secondary studies (university or college) in computer science, business analysis, project management
Feb 07, 2018
Full time
The Position
To support our continued growth and success, we’re looking for a Customer Integration Specialist who is charged with leading the customer integrations with Ethoca’s products. Our ideal candidate is someone who can ask the right questions to understand our customer’s needs and then recommend the best integration solution, build a plan – and stick to it, constantly looks to find a better way to get things done, thrives in a fun, fast paced and dynamic environment, and wants to combine their technical & communications skills to deliver exceptional experiences for our customers. If this ignites the spark in you and you have the savant like skills we’re looking for, please keep reading.
Your Challenge
Provide technical product and business support to our global merchant, issuer, card brand and processor customers with respect to their implementations of Ethoca solutions
Guide our customers through their product implementations; test files to ensure they meet proper criteria, provide pass/fail results to stakeholders, troubleshoot issues and file pass failures, run SQL queries to very results
Analyze current business and customer processes with respect to implementations and files; identify and recommend new integration solutions that meet these requirements, improve customer and/or operational experience, and do so in a consultative type approach
Investigate and resolve product technical support issues escalated by customer service, account management, or customers directly in a timely and efficient manner. Know when escalation is required and ensure you’re providing the right details to 2nd line support.
Compile and maintain all required records, documents and Salesforce entries for all communication with customers
Document and keeping our current processes, procedures, and technical specifications related to our solutions implemented up to date
Run online demonstrations and/or customer training for all ethoca products lines to new and existing customers
Build and run reports for internal and external stakeholders to measure performance
Participate in user acceptance testing for product enhancements, new launches and new functionality projects. Create detailed test plans, strategies and test cases to ensure due diligence before starting to process customer files
Develop and maintain expertise on all systems and applicable processes that touch our customers file integrations with ethoca
Create a positive customer service experience by understanding and meeting customer needs quickly, professionally and accurately
Required Skills and Experience
3+ Years’ experience in a technology based customer facing role (i.e. help desk, customer support, customer service, implementations, etc.) ideally in fintech or B2B space
Software and/or Database administration background or exposure
Working knowledge of ticketing systems such as Salesforce.com
Report writing experience: advanced to expert level skills with Excel/SQL/SAS would be an asset.
Ability to work independently and collaboratively in a fast-paced, customer focused environment
Clear and effective communicator both internally and customer facing with various stakeholders (i.e. client management, customer service, technical resources, project managers, business leads)
Strong attention to detail. Get it right, the first time. Be comfortable following procedures, and better yet be comfortable writing them and improving them
Previous exposure to project management methodology either formal or informal. Know how to solicit requirements, build a plan, execute against it
Continuous improvement – demonstrate your ability to build better mousetraps and evolve our thinking
Be quick on your feet – we move fast so you should thrive on learning and change
Comfortable in working with big data and manipulating it to drive insights to inform business decisions for both internal and external stakeholders
Flexibility to support intermittent international time zones for our global customer implementations (EMEA and APAC)
As we service a global customer base, proficiency in another language would be desired, but not required
Post-secondary studies (university or college) in computer science, business analysis, project management
Coinsquare is the second largest cryptocurrency exchange in Canada. The digital currency and asset market is poised for explosive growth and Coinsquare is dedicated to taking advantage of that by becoming Canada's preferred 21st century financial services provider. In June of 2017 our team was around 25 people as of mid-January 2018 we're at 75 and continuing to grow, with an expectation of having a team of over 250 by June 2018.
We are looking for a Director of Client Success to help drive strategy and grow relationships with our clients. This role requires a consultative and holistic approach to the client lifecycle, including providing guidance and leadership through the on-boarding process. You will also be leading strategic initiatives aimed at maximizing adoption, retention, and overall client value. This position will direct and develop teams and managers with day to day operations, as well as provide day-to-day leadership within Coinsquare.
Core Responsibilities
Act as a trusted client advisor, advocating for our clients and providing feedback on client service improvements
Measure and monitor client achievement of key performance indicators
Develop success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
Handle the overall responsibility for managing the client relationship
Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
Requirements
Bachelor's degree and 7+ years of leadership experience in a client support or professional services role
Experience leading and scaling a world class client success organization with a track-record of positive results
Empathetic nature combined with great consultative skills
Strong technical, analytical and problem solving skills combined with the ability to provide quick resolution to problems
Excellent knowledge of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes
A talent attractor with a proven history of hiring and developing leaders
Creative problem solver, detail oriented, and non-stop relationship builder
Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
More About Coinsquare
Our mission is to revolutionize and simplify the buying/selling experience of digital assets, while focusing on top-of-the-line security and user experience. We’ve built our system using the same software as the NYSE as proof of our commitment to security. We are the only platform offering a QuickTrade feature (instant, direct coin-to-coin exchange) as well as continuous innovative developments, all in an effort to make our platform more intuitive for our traders. Employees have equal opportunities to contribute to company success within a startup culture that encourages self-starters, transparency and team connectivity.
Our office is located a few minutes southeast of Queen and Bathurst in the heart of Toronto's startup hub.
In order to promote and enhance the security of Coinsquare's company and platform, any candidates that receive an offer of employment will be required to complete a background check.
Coinsquare is a Canadian digital currency exchange, full of bright and diverse thinkers - and as we grow we’ll continue to build out a reputable company that encourages applicants from all categories of gender, race, ethnicity, and ability to come join us. We know diverse teams make strong teams. Any candidate that requires accommodation during the interview process simply needs to let us know, and we’ll ensure it’s a positive experience for all.
Feb 05, 2018
Full time
Coinsquare is the second largest cryptocurrency exchange in Canada. The digital currency and asset market is poised for explosive growth and Coinsquare is dedicated to taking advantage of that by becoming Canada's preferred 21st century financial services provider. In June of 2017 our team was around 25 people as of mid-January 2018 we're at 75 and continuing to grow, with an expectation of having a team of over 250 by June 2018.
We are looking for a Director of Client Success to help drive strategy and grow relationships with our clients. This role requires a consultative and holistic approach to the client lifecycle, including providing guidance and leadership through the on-boarding process. You will also be leading strategic initiatives aimed at maximizing adoption, retention, and overall client value. This position will direct and develop teams and managers with day to day operations, as well as provide day-to-day leadership within Coinsquare.
Core Responsibilities
Act as a trusted client advisor, advocating for our clients and providing feedback on client service improvements
Measure and monitor client achievement of key performance indicators
Develop success plans for clients that outline their critical success factors, metrics for success, potential issues, and provide recommendations
Handle the overall responsibility for managing the client relationship
Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors
Requirements
Bachelor's degree and 7+ years of leadership experience in a client support or professional services role
Experience leading and scaling a world class client success organization with a track-record of positive results
Empathetic nature combined with great consultative skills
Strong technical, analytical and problem solving skills combined with the ability to provide quick resolution to problems
Excellent knowledge of project management tools and techniques, following best practice to initiate, take responsibility for, and achieve defined project outcomes
A talent attractor with a proven history of hiring and developing leaders
Creative problem solver, detail oriented, and non-stop relationship builder
Able to influence others, individually and in group settings, in order to obtain client commitment and grow business opportunities
More About Coinsquare
Our mission is to revolutionize and simplify the buying/selling experience of digital assets, while focusing on top-of-the-line security and user experience. We’ve built our system using the same software as the NYSE as proof of our commitment to security. We are the only platform offering a QuickTrade feature (instant, direct coin-to-coin exchange) as well as continuous innovative developments, all in an effort to make our platform more intuitive for our traders. Employees have equal opportunities to contribute to company success within a startup culture that encourages self-starters, transparency and team connectivity.
Our office is located a few minutes southeast of Queen and Bathurst in the heart of Toronto's startup hub.
In order to promote and enhance the security of Coinsquare's company and platform, any candidates that receive an offer of employment will be required to complete a background check.
Coinsquare is a Canadian digital currency exchange, full of bright and diverse thinkers - and as we grow we’ll continue to build out a reputable company that encourages applicants from all categories of gender, race, ethnicity, and ability to come join us. We know diverse teams make strong teams. Any candidate that requires accommodation during the interview process simply needs to let us know, and we’ll ensure it’s a positive experience for all.
Job Summary Customer Success Manager (CSM) As a Customer Success Manager (CSM ), you will work directly with our largest and most strategic enterprise customers to anticipate, identify and address their technical concerns. We are looking for a proven leader to drive product adoption, share best practices and implement growth and optimization strategies in order to drive maximum value and success within our customer base. The Customer Success Manager will work with a broad spectrum of customers to identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the usage and adoption of VersaPay products and services. You will become a trusted advisor and customer advocate to accounts within your assigned portfolio: you will learn the customer’s environment and understand and champion their needs. You will manage “mission-critical” support escalations and serve as an active member of the account team. In this role, you will be responsible for working with key customer contacts at multiple levels ranging from technical & admin to senior executives. You will help identify IT objectives, discover customer pain points, offer recommendations, and recognize current and future needs. You will play an integral part in helping our customers derive value from our solutions by acting as a Subject Matter Expert and providing guidance on best practices both at tactical and strategic levels. In this role, a key element is ensuring the highest levels of Customer Engagement. Through regular touch points with your assigned customers, you will build deep relationships and use these relationships to drive conversations, which ultimately help to assemble detailed profiles of our customers. Through the collection of data, and a deep-rooted interest in asking questions, you will leverage your position as a trusted advisor to inquire about and understand key initiatives within your customer base and strive to identify areas where VersaPay products might help to achieve those goals. Key Responsibilities:
Partner with clients and help them optimize the use of VersaPay products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge
Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously
Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to root cause of the customer’s issue.
Work alongside the Product Support Specialists (Support Team) to assist with running tests using customer’s data or representative data.
Apply troubleshooting/debugging skills to narrow down the problem as needed. Communicate effectively with the VersaPay Development team with step-by-step instructions to reproduce the issue and findings to identify root cause
Partner with clients and help them follow best practices and optimize use of VersaPay software.
Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points
Work closely with and be responsible for escalating issues across multiple business units within VersaPay (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at VersaPay so that we can properly align our strategic planning
Skills & Qualifications:
3 to 5 years direct client management experience in enterprise software
3 to 5 years of experience working with SaaS solutions, billing, ERP, finance or accounting
You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company
Outstanding presentation development and delivery skills, with ability to inform, influence and impact all levels of management
You are proactive; a tenacious self-starter to the core
You are technically savvy with a deep knowledge of Accounts Receivable processes and payment processing technologies
You are an excellent communicator - you have a way with words & can connect easily with others. You posses a strong ability to explain highly technical issues to non-technical audiences
You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company)
You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects
You have experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service
About VersaPay Corporation VersaPay is a Fintech company and leading provider of cloud-based invoice-to-cash solutions, enabling businesses to provide a superior customer experience, get paid faster, streamline financial operations, and dramatically reduce DSO and costs. VersaPay ARC is the new standard in accounts receivable and collections management with a customer self-service environment to view invoices online, collaborate on inquiries and disputes, and facilitate secure online payments (EFT/ACH and credit card). Businesses gain access to a suite of powerful tools that enable efficient collections, cash application and real-time insight into accounts receivable. VersaPay ARC automatically reconciles payments and account information through integrations with a wide range of ERPs and accounting software providers. At VersaPay, we are committed to providing an environment that is inclusive and accessible. VersaPay is an equal opportunity employer and considers all applicants for employment without discrimination to race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, veterans status, Aboriginal/Native American status. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are meet.
Feb 05, 2018
Full time
Job Summary Customer Success Manager (CSM) As a Customer Success Manager (CSM ), you will work directly with our largest and most strategic enterprise customers to anticipate, identify and address their technical concerns. We are looking for a proven leader to drive product adoption, share best practices and implement growth and optimization strategies in order to drive maximum value and success within our customer base. The Customer Success Manager will work with a broad spectrum of customers to identify success metrics, conduct business and process optimization workshops, and provide recommendations for increasing the usage and adoption of VersaPay products and services. You will become a trusted advisor and customer advocate to accounts within your assigned portfolio: you will learn the customer’s environment and understand and champion their needs. You will manage “mission-critical” support escalations and serve as an active member of the account team. In this role, you will be responsible for working with key customer contacts at multiple levels ranging from technical & admin to senior executives. You will help identify IT objectives, discover customer pain points, offer recommendations, and recognize current and future needs. You will play an integral part in helping our customers derive value from our solutions by acting as a Subject Matter Expert and providing guidance on best practices both at tactical and strategic levels. In this role, a key element is ensuring the highest levels of Customer Engagement. Through regular touch points with your assigned customers, you will build deep relationships and use these relationships to drive conversations, which ultimately help to assemble detailed profiles of our customers. Through the collection of data, and a deep-rooted interest in asking questions, you will leverage your position as a trusted advisor to inquire about and understand key initiatives within your customer base and strive to identify areas where VersaPay products might help to achieve those goals. Key Responsibilities:
Partner with clients and help them optimize the use of VersaPay products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge
Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously
Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to root cause of the customer’s issue.
Work alongside the Product Support Specialists (Support Team) to assist with running tests using customer’s data or representative data.
Apply troubleshooting/debugging skills to narrow down the problem as needed. Communicate effectively with the VersaPay Development team with step-by-step instructions to reproduce the issue and findings to identify root cause
Partner with clients and help them follow best practices and optimize use of VersaPay software.
Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points
Work closely with and be responsible for escalating issues across multiple business units within VersaPay (e.g. Sales, Professional Services, Engineering, Product Management, etc.)
Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at VersaPay so that we can properly align our strategic planning
Skills & Qualifications:
3 to 5 years direct client management experience in enterprise software
3 to 5 years of experience working with SaaS solutions, billing, ERP, finance or accounting
You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company
Outstanding presentation development and delivery skills, with ability to inform, influence and impact all levels of management
You are proactive; a tenacious self-starter to the core
You are technically savvy with a deep knowledge of Accounts Receivable processes and payment processing technologies
You are an excellent communicator - you have a way with words & can connect easily with others. You posses a strong ability to explain highly technical issues to non-technical audiences
You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company)
You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects
You have experience managing customers in an enterprise environment and are able to demonstrate excellence in customer service
About VersaPay Corporation VersaPay is a Fintech company and leading provider of cloud-based invoice-to-cash solutions, enabling businesses to provide a superior customer experience, get paid faster, streamline financial operations, and dramatically reduce DSO and costs. VersaPay ARC is the new standard in accounts receivable and collections management with a customer self-service environment to view invoices online, collaborate on inquiries and disputes, and facilitate secure online payments (EFT/ACH and credit card). Businesses gain access to a suite of powerful tools that enable efficient collections, cash application and real-time insight into accounts receivable. VersaPay ARC automatically reconciles payments and account information through integrations with a wide range of ERPs and accounting software providers. At VersaPay, we are committed to providing an environment that is inclusive and accessible. VersaPay is an equal opportunity employer and considers all applicants for employment without discrimination to race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, veterans status, Aboriginal/Native American status. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are meet.
