Azimo is hiring a

Head of Customer Service

Kraków, Poland

The Head of Customer Service is a newly created role to take our CS and Operations offerings to the next level. A key member of the Senior Management Team you will represent our customers at the highest level and lead the next phase of growth of a well established and highly motivated team of individuals to meet our goals of being a 7 star money transfer service. This is a hands on role where you can make a big difference to the lives of millions of people around the world.

As Head of CS you'll be leading the CS team to deliver the mission of delighting the customers by managing their Azimo experience directly, through friendly, efficient communications, and indirectly, through improving our payout processes.

What you'll be working on:-

Drive a 7 star Customer Service experience

- increasing the % of tickets handled with in a set SLA

- keeping the agents well trained, motivated and always helpful to the customers

- optimising for NPS

- representing the voice of customers in Senior Management team meetings

Managing the Azimo experience post sending the money with us

- proactively working with the Product team to improve the customer experience, optimise transactional comms and reducing the need for customers to contact the team

- ensuring customers can always be attended to without adding unnecessary hires, but through keeping a high performing core team, process and tool automation and outsourcing to third party agencies

Take a Data driven approach, by managing and optimising for CS & Ops specific KPIs

- working towards a high TrustPilot score and Customer Satisfaction score

- increasing first contact resolution

- decreasing total handling time

Lead the team but be in the team

- lead by example, be hands on, pick up the phone to a customer to show how it's done when required

- manage three Team Coordinators to ensure they and the team have the necessary support to grow a happy and motivated team

Manage Operations

- manage and optimise the payer exception rate with working with the Product and IT teams

- scale and improve the Operations structure

- collaborate efficiently with the Compliance team

- collaborate with Finance team to expedite refunds and support working capital

Do all of this with a smile!