Customer Success Lead

Miami Permanent Negotiable

Series B FinTech company, headquartered in London, who specializes in Buy-now-pay-later services. First FCA regulated Buy Now Pay Later in the UK. We have exciting and ambitious growth plans happening for the near future! We are a people-first culture and are continuously investing in our employees as well as their long-term career development.

As we help grow this rocket ship start-up, we are looking to hire an experienced Customer Success Lead to move into a dedicated trainer role, supporting our excellent Customer Success team. As a Customer Success Lead, you will be working closely with internal stakeholders, including senior managers and EXCO (executive committees).

We’re looking for:

  • An energetic individual with fantastic listening skills, heaps of patience and the ability to build relationships with many different types of people.
  • Must have a passion for developing others and a desire to see others exceed
  • Previous training or quality assurance experience (1 year minimum) and team management experience (2 year minimum) is a must and in a financial service background is a plus.
  • Strong communication skills with the ability to simplify complex situations
  • Positivity and resilience
  • Computer literacy with the ability to learn new applications quickly and comfortable with a computer.
  • Strong stakeholder management
  • A self-starter who embraces responsibility and has excellent time management skills

Your day-to-day responsibilities will include:

  • Mentor and inspire a team of high-performing Customer Success Associates
  • Customer support function management and experience essential
  • Agile project management / delivery desirable
  • Adaptable team player who is prepared to undertake ad-hoc tasks and administration roles that may from be asked of an employee within a small financial institution.
  • Ability to interact confidentially at all levels of the business – in both a written and verbal format
  • Maintain high operating standards to meet internal and external SLAs and provide a robust control environment to manage the risks of the bank.
  • Manage the customer lifecycle, including:
    • Customer onboarding.
    • Ongoing customer due diligence.
    • Payments management.
    • Complaint’s handling.
  • Manage relationships with internal and external stakeholders
  • Define and manage comprehensive internal and external reporting
  • Chair and run internal & external meetings
  • Leadership of the Customer Success department
  • Contribute to the management of existing procedures & development of processes for a newly created and fast growing team
  • Admin duties and support to the EXCO team as required

Your key skills should cover:

  • Excellent stakeholder management skills at all levels.
  • Strong communication skills with the ability to simplify complex situations

Benefits:

  • Competitive salary
  • Top-tier medical, dental and vision insurance
  • Flexible work hours and unlimited vacation policy
  • Commuter benefits
  • 401(k)
  • A diverse working culture
  • Learning and Development Programs

Salt is acting as an Employment Agency in relation to this vacancy.

Job Information

Job Reference: JO-2110-247475
Salary: Negotiable
Salary per: annually
Job Duration:
Job Start Date: 11/1/2021
Job Industries: Customer Success
Job Locations: Miami
Job Types: Permanent
Job Skills: Customer Success, FinTech, Leadership, SaaS, startup

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