What are the responsibilities and job description for the Director of Customer Support position at Zen Payments?
Company Description
Zen Payments specializes in payment processing for e-commerce and high-risk businesses. Our mission is to bring transparency, honesty, and flexibility to the credit card processing industry as we help businesses navigate the complex payments landscape. We have been in business since 2017, and we are currently growing fast. We are looking for team members who want to be a part of something bigger and be a part of our growing team.
Responsibilities
- Lead, mentor, and manage the Customer Support team to meet performance goals and deliver excellent service to our clients.
- Oversee the support teams effective us of Salesforce Service Cloud tools
- Implement and track Key Performance Indicators relevant to providing support to merchants.
- Oversee the creation and management of a support knowledge base.
- Continuously evaluate and refine existing workflows to improve efficiency and proactively develop new processes that enhance the overall customer experience
- Hire, train and develop support staff in accorance with Zen Payments' culture and performance standards
- Collaborate cross-functionally with sales, underwriting and finance teams to ensure profitiblity and a positive customer experience.
- Provide weekly and monthly performance reports to upper management.
Qualifications
- 5 years managing customer support/customer service teams
- Strong leadership and team-building skills
- Experience in the payment processing or fintech industry
- Experience with Salesforce
- Bachelors Degree of Equivalent preferred
Benefits / Compensation
- $80,000 - $100,000 Base Salary
- Commission / Bonus opportunities
- Medical Insurance
- Dental/Vision Insurance
- Company Matched 401k
- Generous PTO
Salary : $80,000 - $100,000
