Job Description
Zolve's mission is simple: we want to make financial products accessible to everyone. Zolve offers the ambitious a plethora of products to simplify banking in the US, such as:
• A Bank Account you can create from anywhere in the world in under five minutes
• A high-limit Credit Card that helps build a healthy credit score
• Easy, lightning-fast, cross-border money transfers with the best rates in the market
Zolve is expanding its horizons, and we're excited to open our doors to everyone expanding theirs.
We believe: that if space tourism is real, so is reaching for the stars.
RESPONSIBILITIES
• Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Manage the customer support department's day-to-day functions.
• Respond to escalated customer support issues.
• Establish performance metrics for customer centric teams.
• Establish service levels and requirements for the department.
• Create and implement an analytics strategy for best-in-class service delivery.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Act as a liaison between the customer excellence department and other divisions in the company.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Draft and implement the department's budget.
• Perform other related duties as assigned.
REQUIREMENTS
• Overall 8-12 years of experience in customer service or excellence role
• Proven 4-5 years experience as a team lead in a Customer support or excellence role
• Bachelors/ Masters in relevant field
• Hand-on experience in handling team working on rotational shifts
• Excellent working knowledge of software such as freshdesk, freshchat, zendex, etc.
• Outstanding leadership and organisation skills
• Excellent communication, interpersonal, and customer service skills
• Strong analytical and creative problem-solving skills.
• Ability to handle pressure and meet deadlines
• Spontaneous, creative and detail oriented
• Immediate joiners preferred
• A Bank Account you can create from anywhere in the world in under five minutes
• A high-limit Credit Card that helps build a healthy credit score
• Easy, lightning-fast, cross-border money transfers with the best rates in the market
Zolve is expanding its horizons, and we're excited to open our doors to everyone expanding theirs.
We believe: that if space tourism is real, so is reaching for the stars.
RESPONSIBILITIES
• Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Manage the customer support department's day-to-day functions.
• Respond to escalated customer support issues.
• Establish performance metrics for customer centric teams.
• Establish service levels and requirements for the department.
• Create and implement an analytics strategy for best-in-class service delivery.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Act as a liaison between the customer excellence department and other divisions in the company.
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Draft and implement the department's budget.
• Perform other related duties as assigned.
REQUIREMENTS
• Overall 8-12 years of experience in customer service or excellence role
• Proven 4-5 years experience as a team lead in a Customer support or excellence role
• Bachelors/ Masters in relevant field
• Hand-on experience in handling team working on rotational shifts
• Excellent working knowledge of software such as freshdesk, freshchat, zendex, etc.
• Outstanding leadership and organisation skills
• Excellent communication, interpersonal, and customer service skills
• Strong analytical and creative problem-solving skills.
• Ability to handle pressure and meet deadlines
• Spontaneous, creative and detail oriented
• Immediate joiners preferred
💡 Quick Summary
Seeking a career-building opportunity? The Head Of Customer Support position is now open for candidates interested in the Bank Jobs sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
