Customer Obsession Lead

hace 3 días

Ciudad de México Klar Technologies GmbH A tiempo completo

What does KLAR do?

Klar is working hard to bring digital banking to everyone in Mexico.

What is so special about digital banking?

Traditional banks have overhead costs per customer that make it unprofitable for them to serve people with smaller deposits or who live in remote areas. By bringing down the cost of banking, Klar is working towards making it possible for the people who need it most to get access to a line of credit to carry them through a rough week or help them grow their own small business.

We are a co-located company with Offices in Ciudad de México, México and Berlin, Germany.
This position is based in Europe. While we support flexible working arrangements (home office, remote work) we focus our time zones on Berlin and Mexico City and value a strong team culture with the possibility to meet up for in-person meetings and informal social gatherings.

Your daily adventures will be

We are looking for a Lead of Customer Obsession. As a Lead of Customer Obsession member you will be responsible for leading the team in charge of customer experience. You will work cross-functionally with analytics and product management to design and execute customer success initiatives. Your ability to think strategically, adapt quickly and get things done at all levels of the organization is key.

**\_\_What you will do**:

- Supervise the support team.
- Design incentive plans and review employee interactions with customers to provide the best possible user experience.
- Monitor weekly and monthly customer obsession team’s performance. Generate insightful and actionable reports on team’s performance and improvement opportunities.
- Establish processes and identify appropriate indicators to monitor performance and progress.
- Identify customer needs and work with various teams (e.g. Operations, Product, Marketing) to implement solutions to meet them.

What you bring to the table
- 5+ years of experience in Customer Support required.
- 5+ years managing teams.
- Experience in financial or technological sector strongly preferred.
- Bachelor’s degree in Management, Business Administration, Economics, Mathematics or related fields.

What do we offer?
- Working in a very international team.
- Annual education/training budget.
- Flexible work environment.
- Competitive Compensation.
- A world-class team that helps you evolve your skills in areas you’re interested in.
- An opportunity to have a real impact on the financial landscape of Mexico.

We trust our highly skilled and diverse team and we’re committed to creating a welcoming and inclusive environment for new talents to flourish.

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