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Customer service Training and Quality Lead
1 month ago
Job Title: Customer Service Lead Location: Remote/Hybrid (UK/EU based)
Job Type: Full Time
At Plutus, we are revolutionising customer loyalty and the fintech landscape with our innovative crypto rewards card. We are dedicated to delivering exceptional customer experiences and providing top-notch support so our users can manage their finances with confidence.
We are seeking a proactive and experienced Customer Service Lead to join our team. In this role, you will oversee the customer service department, ensuring our clients receive outstanding support and engagement. You will lead a team of customer service representatives, create and execute customer service strategies, and enhance the overall experience on our platform. Lead, mentor, and support a team of customer service representatives, ensuring exceptional performance and development.
Design and implement customer service policies and procedures to uphold our co mmitment to excellence.
Monitor and analyze customer service metrics to identify trends, areas for enhancement, and opportunities to improve customer experiences.
Efficiently resolve escalated customer inquiries and complaints according to preset internal SLA to maintain a high level of customer satisfaction.
Stay updated on industry trends, best practices, and regulatory requirements related to fintech and neobanking.
Conduct regular team meetings and training sessions to keep the team informed about product changes, tools, and customer service methodologies.
Assist in onboarding new customers and provide ongoing support and guidance.
Monitor customer interactions across various channels (phone, email, chat, etc.) to ensure consistent and high-quality service delivery between live support and asynchronous chat environments.
Bachelor’s degree in Business Administration, Finance, or a related field.
~5+ years of experience in customer service, with at least 2 years in a leadership role within fintech or neobanking.
~ Proficiency with Zendesk or similar Customer Service SaaS tools; Strong understanding of fintech products and services (experience with crypto is a plus).
~ Strong analytical skills, with the ability to derive insights from customer feedback and service metrics.
~ A passion for technology and innovation, focused on delivering outstanding customer experiences and data-driven results.
Enjoy opportunities for career advancement in a fast-paced, dynamic environment.
Competitive salary and benefits package.
If you are passionate about customer service in the fintech industry and eager to lead a team committed to enhancing the customer experience, please submit your CV and a cover letter outlining your qualifications and experience to Laura Hoare, HR Manager at Plutus: laura.
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