VP, Customer Experience

Company: QuadPay
Location: New York
Posted on: June 12, 2021

Job Description:

About us

At Quadpay, a Zip company (ASX: Z1P), we give millions of savvy shoppers the freedom and flexibility to pay anywhere with our leading Buy Now, Pay Later platform.

We're here to do things differently. We are a fairer, digital alternative to the broken credit card model, giving consumers the freedom to split any purchase into 4 instalments over 6 weeks, with zero interest or hidden fees. We also help merchants and businesses to grow by offering them best-in-class products that improve conversion, increase basket sizes and delight their customers.

Our values are at the heart of everything we do. They form our Mamba mentality - how we're better than yesterday, and are used to create game-changing experiences for our customers and our people.

We're a high-growth team with endless opportunities as we scale. Come and join the sQuad.

What You'll Do

• Lead a customer first mission representing our customers using VOC data and insights to balance the needs of our customers with those of the business to drive continuous improvement
• Champion and leverage data sources such as the voice of customer, insights and analytics, and customer journey mapping, to fully understand our customers' experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities
• Walk a mile in our customers' shoes to ensure smooth experiences in the customer life cycle
• Develop strategic initiatives that drive customer satisfaction, retention & LTV
• Partner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and support team efficiency
• Evaluate productivity and performance across the support teams as it measures up to company-wide goals and departmental KPIs
• Research and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement to ensure best in class support and tools
• Partner with support teams and BPO partners to determine staffing levels across our support operations to guarantee service level expectations are met and provide data so that we can ramp quickly as business expands
• Directly manage the leaders of the customer experience team while providing a high level of insight to the executive leadership team
• Leverage internal partnerships with our BPO partners, core team members and other stakeholders, to drive efficiency and reduce recurring customer issues
• Coordinate insights from review sites, regulatory authorities and social media to ensure utmost of customer satisfaction and reputation management
• Drive positive experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data
• Oversee and partner with Level 2 Support team in order to ensure customer issues get resolved promptly and with high degree of satisfaction and drive product changes to eliminate customer pain points
• Provide guidance and insights to improve and leverage data from our internal quality assurance program, it's new and we are awesome at accepting feedback to improve.

We are racing to 90% and beyond, how will you help us get there?

• Previous experience guiding an internal Learning and Development program in addition to improving our existing agent and core team member onboarding experience.

What We're Looking For

• 8+ years of experience leading multi-channel (voice/chat/social/email) support teams with experience in a fast-growth startup preferably in the financial services or payments space
• D2C experience, ideally with an app or cloud-based SaaS company.
• You are empathetic and you lead a global team, providing services to people around the world. In addition to this, you empower your team, help them and lead them through ambiguity
• Proven experience creating processes that enable support teams to scale and deliver tangible business benefit (NPS improvements, churn reduction, product improvements)
• A proven track record of attracting, hiring, onboarding and coaching A-player talent in a remote environment, helping them achieve their personal and our business goals in order to foster a high-performing culture
• Provide guidance supported by data on new offerings; whether they be 24/7 multi-lingual support or expand on self-service options for our customers and team members
• Creativity and willingness to drive experiments in different approaches to create a best in class customer experience
• Demonstrated experience in building trusting relationships to internal and external stakeholders to provide the atmosphere to scale across multiple time zones and channels
• Outstanding communications skills, both verbal and written to ensure we continue to document plans with transparency so future employees can get up to speed quickly
• Experience creating and leading incident management to urgently surface any issues coming from customer feedback, coordinate responses and ensure closure with impacted customers is handled in a timely manner
• Cleverly connect teams with remote communication skills and ability to engage remote workforce
• Define KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organization
• Outstanding organizational and leadership abilities
• Excellent interpersonal and public speaking skills
• Aptitude in decision-making and problem solving
• Undergraduate Degree in Business or related field
• Extensive experience working with all levels of the organization

We're looking for someone who always finds new boundaries to cross - a future member of the sQuad who will obsess over excellence and make constant improvements for our customers. We've removed the red tape here to get things done quickly, so if you see a problem, own the solution. You've gotta hustle at Quadpay!

If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

Benefits @ Quadpay

• Flexible working culture
• Share incentive programs
• Generous paid parental leave
• 100% employer covered insurance
• Fun team with high-growth hustle
• Beautiful NYC office with a casual dress code
• Fully stocked kitchen with snacks and coffee
• Company-sponsored 401k program
• Commuter benefits program

Join us on our mission to be the first payment choice, everywhere and every day.

Keywords: QuadPay, New York , VP, Customer Experience, Other , New York, New York