Customer Experience Champion

5 days ago

Dublin, Dublin City, Ireland beBeeCustomerSuccess Full time €55,000 - €85,000

We are seeking a dedicated professional to join our team as a Customer Success Manager. This is an exciting opportunity for someone who wants to be part of a dynamic organization and contribute to the growth and success of our customers.

Job Overview
  • The ideal candidate will have excellent communication and interpersonal skills, with the ability to build strong relationships with internal stakeholders and external clients.
  • They should be able to lead cross-functional teams and drive digital transformation initiatives that enhance customer experience and increase adoption rates.

Key Responsibilities:

Customer Support
  • To lead the in-house Customer Support team, ensuring consistent KPIs and SLAs are met.
  • Transition manual processes to automated digital workflows across Customer Support, improving efficiency and reducing costs.
  • Collaborate with cross-functional teams to redesign legacy processes for digital adoption, enhancing customer experience and driving business growth.
  • Manage escalations with stakeholders and resolve issues impacting customer experience, ensuring timely resolution and minimal disruption.
Onboarding
  • Oversee B2B and B2C onboarding processes, ensuring AML/KYC compliance and adherence to regulatory requirements.
  • Perform quality assurance reviews of high-risk or complex onboarding cases, ensuring accuracy and attention to detail.
  • Ensure ongoing due diligence processes are effective and audit-ready, minimizing risk and ensuring compliance.

Requirements:

  • Proven experience managing customer support and/or onboarding teams in regulated financial services, with a strong understanding of AML/KYC compliance and operational risk.
  • Familiarity with CRM and support tools, with the ability to analyze data and make informed decisions.

We Value Diversity and Inclusion:

  • Our company fosters a work environment that values unique strengths and perspectives, enabling every employee to develop a sense of belonging and maximize their potential.

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