Customer Service · Full-time · San Francisco, United States
Cardless is looking for a Head of Customer Support reporting to our Chief Operating Officer.
Responsibilities
As our Head of Customer Support, you will be responsible for the leadership and oversight of our customer support operations. You will oversee the operations and performance of our contact center provider relationship, supporting technical vendors, the documentation and management of Cardless operational procedures, escalated customer cases, disputes & chargebacks, and collections operations. You’ll be responsible for tweaking, improving and revamping existing customer support policies, workflows, scripts and playbooks based on data driven insights while the company scales rapidly. You will coach, develop and lead the operational support team to resolve complex inquiries and process exception cases in an accurate and timely manner. You’ll work cross-functionally with the Cardless Product, Engineering, Risk, Compliance, & Legal teams to build processes and resolve customer issues with urgency and care. The Lead is instrumental in ensuring the team achieves overall business objectives including productivity, accuracy and customer satisfaction targets.
Requirements:
Open roles at Cardless