Global Customer Care Operations Manager

hace 4 semanas


Ciudad de México, Ciudad de México Tala A tiempo completo

About Tala

Tala is a global technology company that offers accessible financial services to underserved communities. With a strong track record of innovation and a commitment to social impact, we're expanding our product offerings and global presence.

Our unique platform enables lending and other financial services, empowering individuals in emerging markets to start and grow their businesses, manage daily expenses, and achieve their financial goals. With a remote-first approach and a global team, we're looking for talented professionals who share our passion for financial inclusion and social responsibility.

This role is critical to ensuring that our Global Customer Experience Operations team is functioning effectively, supporting customer care functions, processes, and key metrics. The successful candidate will be responsible for managing the effectiveness and efficiency of Zendesk, Freshdesk, KYC platforms, and other tools, as well as driving strong partnerships and collaboration with global and in-market stakeholders.

Key Responsibilities:

• Own global Customer Care & KYC platforms, including design and execution of optimal user and agent experience interfaces.

• Manage KYC & Tickets platform-related expenses, review existing platforms for viability of contract renewals, and recommend revisions as needed.

• Leverage technology and data to identify opportunities to improve collections and customer experience.

• Manage and align key metric definitions and performances for Customer Care, KYC, and Voice of the Customer globally.

• Drive development and training initiatives, including product launch trainings, CC & KYC Training curriculum, and other related programs.

• Improve policies and procedures, drive global standards for controls and process improvements, and evaluate and execute process and strategy improvements.

• Project management, including managing Customer Care & KYC projects of Global CX.

Requirements:

• Collaborative self-starter with a passion for social enterprise and financial inclusion.

• Strong communicator and advocate for business partners, with the ability to translate insights into action.

• Highly innovative problem-solver with a holistic understanding of the business.

• Comfortable with ambiguity and able to thrive in a fast-paced environment.

• Passionate about making a positive impact in the world.



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