Customer Support Team Lead

5 days ago


Dublin, Dublin City, Ireland beBeeCustomerSuccess Full time €80,000 - €95,000

We're seeking a results-driven professional to lead our in-house Customer Support team. As a key member of our organization, you will be responsible for driving process improvements and ensuring seamless customer experiences.

Key Responsibilities:
  • Develop and implement scalable digital workflows across Customer Support, ensuring compliance with regulatory requirements.
  • Collaborate with cross-functional teams to redesign legacy processes for digital adoption while maintaining service quality.
  • Manage escalations with banking partners, outsourced vendors, and other stakeholders, leveraging data to identify trends and resolve issues.
  • Serve as the internal Voice of the Customer when escalating incidents and influencing product prioritization.
  • Partner with Product and Engineering teams to resolve platform-related issues and drive continuous improvement.
  • Promote a resilient, problem-solving culture within the team.
Onboarding
  • Oversee B2B and B2C onboarding processes, ensuring adherence to AML, KYC, and regulatory standards.
  • Lead the transition from manual processes to automated digital workflows, performing quality assurance and support reviews of high-risk cases.
  • Act as point of escalation for complex or sensitive onboarding cases, ensuring ongoing due diligence processes are effective and audit-ready.
  • Support operational and AML audits, inspections, and regulatory engagements, reviewing and optimizing onboarding processes and documentation.

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