Custodian of Customer Satisfaction

4 days ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €55,000 - €75,000

Job Role:

Custodian of Customer Satisfaction. This position is pivotal in ensuring seamless customer experiences from initial onboarding to ongoing engagement.

Key Responsibilities:

  • Lead the customer support team, guaranteeing consistent achievement of predefined performance metrics and service level agreements.
  • Streamline manual processes and transition to scalable digital workflows for enhanced efficiency and productivity.
  • Collaborate with cross-functional teams to redesign legacy processes, promoting digital adoption while maintaining compliance and quality standards.
  • Manage escalated cases involving banking partners, outsourced vendors, and other stakeholders.
  • Utilize data analysis to identify trends, optimize processes, and resolve issues impacting customer satisfaction.
  • Act as the internal voice of the customer during escalations and influence product prioritization decisions.
  • Partner with product and engineering teams to resolve platform-related issues and drive continuous improvement.
  • Expand AI-led customer enablement capabilities and promote the use of a centralized knowledge base and customer-facing support centre content.
  • Facilitate team huddles and foster a resilient problem-solving culture.
  • Coach and support agents to address customer complaints related to service quality.
  • Ensure adherence to internal policies and external audit requirements related to change and support.
  • Oversee B2B and B2C onboarding processes, ensuring compliance with AML, KYC, and regulatory requirements.
  • Lead the transition from manual processes to scalable digital workflows across the Onboarding Function.
  • Perform quality assurance and support reviews of high-risk or complex onboarding cases.
  • Oversee PEP and Sanctions screening, fraud checks, and customer verification.
  • Act as the point of escalation for complex or sensitive onboarding cases.
  • Guarantee effective, timely, and audit-ready due diligence processes.
  • Support and contribute to operational and AML audits, inspections, and regulatory engagements.
  • Review and optimize onboarding processes and documentation.
  • Collaborate with Compliance and Risk functions to meet internal and regulatory standards.

Required Qualifications/Skills/Experience:

  • Proven experience managing customer support and/or onboarding teams in a regulated financial services environment.
  • Deep understanding of AML/KYC compliance and operational risk within B2B and B2C onboarding.
  • Experience managing outsourced vendors and support partners.
  • Familiarity with CRM and support tools (e.g., Salesforce, Zendesk).
  • Strong Excel and data analysis skills to monitor trends and create performance reports.
  • Excellent communication skills (written and verbal).
  • Strong interpersonal and coaching skills; able to lead, inspire, and support others.
  • Proactive, detail-oriented, and comfortable working in a fast-paced, constantly evolving environment.
  • Demonstrated experience in business process improvement and documentation.
  • Relevant professional qualifications or certifications (AML, compliance, operations) are an advantage.

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