Strategy and Operations Manager - Customer Support

Mar, 15
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About the team
Our Customer Service team is the public face of the company and provides first-class front-line support to our millions of customers. 
We are launching in Mexico and need a Champion to lead our Customer service in the country. Be ready to embark on an entrepreneurial adventure, be surrounded by talented people and make a difference. You will be reporting directly to the Head of Operations  
About the Role
You'll be responsible for:
• Building our Customer support from scratch 
• Providing outstanding service to our customers to reach best-in-class CSAT scores (90+)
• Managing critical vendor relationships and building performance tracking systems
• Analysing customer data and making informed decisions
• Proactively looking to improve SLAs
• Strategy: exploring and defining which projects the team should prioritise, and setting a timeline to reach goals quickly
What skills you'll need
• You have graduated with at least a 2:1 in a STEM degree from a top university & have 6+ years of work experience in a fast-paced environment
• You care about customers and love helping them get a better journey
• Proven record of improving SLAs for support teams
• You have a solid track record of achievement - e.g. you have worked in high-growth B2C companies and/or startup, have quickly assumed responsibilities or have won competition awards (can be any of academic, professional, and/or sport)
• You can break complex problems into smaller ones and enjoy working with data to facilitate your work using such tools as SQL, Python and Excel
• Experience managing teams
• Competitive salary
• Performance bonus
• Equity grants (if applicable for the role)
• All the latest tech you need
• Free Revolut Metal subscription
• Pension plan 
• Private health insurance 
• Rest up with 20 days' holiday per year 
• Work remotely: live on a beach in Mexico, if you fancy!
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