Maintenance of Way Equipment Services

Customer Support and Care Team Manager

Maintenance of Way Equipment Services

contract

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead, coach, and develop the Customer Support team to deliver exceptional service across all channels.
  • Drive key KPIs including First Response Time, Resolution Rate, and Customer Satisfaction (CSAT).
  • Develop and improve processes, tools, and automations to scale support efficiently.
  • Manage and optimize Zendesk configurations, triggers, and workflows to simplify operations.
  • Serve as the voice of the customer, partnering with Product, Engineering, FinCrime, and KYC teams to close feedback loops and drive better outcomes.
  • Identify recurring customer issues and recommend product or process improvements.
  • Ensure compliance with company policies, data privacy, and financial regulations.
  • Monitor and report on KPIs, SLA adherence, provide regular, data-driven reporting to leadership with actionable recommendations.
  • Identify, design, and execute workflows and automation projects that drive simplicity, reduce friction, and improve response quality.
  • Stay informed on fintech trends and best practices to continuously enhance customer experience.

Requirements

  • Proven experience in customer support or operations management, ideally within the fintech or financial services sector.
  • Demonstrated success in managing teams, driving KPIs, and scaling support operations.
  • Effective at virtual collaboration, influencing, and working within multicultural environments.
  • Ability to explain complex concepts clearly and concisely, paired with excellent written and verbal English communication skills (C1 or higher).
  • A proactive approach to troubleshooting, ensuring compliance with company policies, and delivering consistently high-quality customer service.
  • Data-driven mindset — being able to translate metrics into actionable insights.
  • Proficiency in CRM software, help desk tools, and a deep understanding of key financial concepts and fintech products.
  • Understanding of financial products, compliance, and KYC/AML operations.
Benefits
  • Local Market Perks: Enjoy insurance coverage, local perks, and beautiful offices.
  • Flexibility: We always listen to our people and can be flexible with arrangements.
  • Growth Opportunities: You can Influence and shape our story while advancing your career.
  • Team and our Product: We are team players and we are passionate about our product and understand what we aim to achieve and the impact it will make.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI managementprocess improvementworkflow designautomation projectsdata analysiscustomer support operationstroubleshootingcompliancefinancial conceptsKYC/AML operations
Soft Skills
team managementcoachingeffective communicationinfluencingvirtual collaborationproblem-solvingproactive approachmulticultural teamworkdata-driven mindsetcustomer advocacy