Customer Success Lead

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.