CareerFinders, on behalf of our client, an expanding provider of Payment Solutions, we are seeking to recruit a Business Care Manager to join their thriving team situated in Paphos. The successful candidate will assume a pivotal role in delivering exceptional customer experiences, steering customer satisfaction, and overseeing the technical support facets of this fintech venture. Leading a team of support specialists, you will collaborate closely with multifunctional departments to uphold service excellence, while also ensuring the backend integrity and day-to-day operational stability. The ideal candidate should possess 1+ Years of expertise in managing customer support or technical support teams. Proficiency in fintech products, payment systems, and technical concepts is an advantage as well as sound knowledge working with CRM systems and customer support tools. Proficiency in written and spoken English at an excellent level is a fundamental requirement for this role.

Key Duties/Responsibilities:

• Oversee and lead the customer and technical support team, including hiring, training, coaching, and performance evaluations.
• Foster a positive and motivated work environment to inspire a strong sense of ownership and commitment to customer success.
• Set clear goals and performance targets for the team, continuously monitoring progress and providing guidance for improvement.
• Develop and implement strategies to enhance the overall customer experience, ensuring prompt and effective responses to customer inquiries, complaints, and technical issues.
• Implement best practices for customer support to build strong customer relationships.
• Supervise technical support operations, ensuring timely resolution of technical issues and efficient troubleshooting processes.
• Identify recurring technical problems and collaborate with the product team to improve product reliability and usability.
• Continuously evaluate existing support processes and implement improvements to enhance efficiency and effectiveness.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of customer and technical support operations.
• Generate regular reports on support team performance, customer feedback, and trends, providing actionable insights to management.
• Develop contingency plans and strategies to handle high-impact support issues or crisis situations.

Key Skills/Experience:

• Demonstrated expertise (minimum of 1 year) in managing customer support or technical support teams.
• Proficiency in fintech products, payment systems, and technical concepts is a distinct advantage.
• Remarkable communication and interpersonal abilities grounded in a customer-centric perspective.
• Robust aptitude for troubleshooting and adeptness in handling pressure-laden situations.
• Proficiency in employing customer support tools and CRM systems.
• Proficiency in written and spoken English at an excellent level is a fundamental requirement for this role.
• Exemplary organizational and analytical prowess.

To apply for this vacancy, please send your CV, along with any covering letter to jobs@careerfinders.com.cyquoting the reference number CAR6944. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.