We’re looking for a Director of Customer Service to help us optimize and scale Pangea Money Transfer’s global support functions. This position will be responsible for expanding and formalizing existing policies, as well as developing new standardized processes to ensure top customer satisfaction and retention. This role will report directly to the CEO and will manage teams across different offices and time zones.
You’re the right candidate if you’re a self-motivated, empathetic, organized and results-oriented person who has experience in all things related to customer support operations – recruiting, training, quality assurance, reporting, ticket handling efficiency, re-engineering of processes, issue avoidance and resolution, SLAs management, and customer satisfaction improvement techniques.
If you can effectively switch between a strategic and tactical mindset depending on the context and what is required of you - then we want to talk to you!
Oversee and manage Pangea’s global customer support teams within a budget to scale its operations in a cost-effective way while meeting performance goals.
Standardize existing policies and procedures and develop a robust quality assurance mechanism to ensure that the policies are administered effectively.
Design and implement a recruiting and training program (internal and for outsourcing services) that aims to target, assign and retain the best talent for each specific function within customer service operations.
Restructure the existing ticketing system to provide a smoother user experience for users requiring support in a timely manner.
Liaise with the heads of all functional teams to automate and create more efficient processes and controls.
Prepare weekly and monthly reports to provide visibility on agent performance and overall customer satisfaction metrics.
Participate in the quarterly budgeting and goal setting process, as well as reporting on progress on a frequent basis.
Handle all escalations with partners and serve as a point of contact for any material changes in the services provided.
Prepare a business continuity training program to ensure timely resolution processes for the event of a downtime or unavailability of a partner.
At least 8 years of work experience in a supervisory/managerial customer service position.
Excellent communication skills and obsessive attention to detail.
Top-notch time management and organizational skills, including the ability to handle multiple tasks and the ability to work in a fast-paced environment under dynamic schedule constraints with frequent interruptions.
Big passion for recruiting and training to build high performing teams.
Strong proficiency with Microsoft Office applications.
Experience with at least one ticket management system/software.
You love results and you’re eager to work through multiple challenges to help Pangea succeed.
A sense of humor is a must. We want to keep a fun and enthusiastic work environment with a premium placed on working hard and enjoying the ride.
Proficiency with the Spanish language is a plus.