Full-Time Senior Director, Customer Care
Versapay is hiring a remote Full-Time Senior Director, Customer Care. The career level for this job opening is Senior Manager and is accepting Canada based applicants remotely. Read complete job description before applying.
Versapay
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About Versapay 🚀 For growing businesses, Versapay's Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI.
Versapay integrates with top ERPs and allows businesses to collect with a self-serve payment portal and collaborate with customers.
As the Sr. Director of Customer Care, you'll drive customer satisfaction, improve retention, and promote advocacy. You'll lead a team of Customer Care Managers, acting as a crucial contact point.
Your technical expertise will enhance service delivery and provide world-class customer service. This role provides professional growth opportunities, requiring regular presentations on Versapay's approach to Customer Care.
Reporting to the Chief Payments & Customer Operations Officer, you'll collaborate with cross-functional teams to ensure exceptional customer experiences.
Responsibilities
Leading Change: Optimize current processes, remove obsolete ones, and create new processes to ensure customer success. Identify areas for product development to streamline processes and improve the customer experience.
Escalations and Crisis Management: Resolve customer escalations while maintaining excellent relationships. Manage communication with internal leadership and clients from engagement to resolution.
Collaborate for Success: Collaborate with internal teams on Customer Care strategy and delivery.
Build Partnerships: Collaborate across Versapay's teams (support, professional services, customer success, sales, marketing, etc.).
Track and Report Progress: Develop, track, and communicate metrics of success. Ensure closed-loop reporting and follow up for all customers.
Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue.
What you'll bring
Customer Obsession: Prioritize customer needs.
Payments Experience: Knowledge of the Payments ecosystem.
Leadership: 10+ years' experience leading customer-facing support teams, focused on exceptional customer experiences in a growing SaaS or Fintech company.
Coaching: Experience leading, growing, and developing teams, understanding internal mobility, growth plans, and skill development for team members.
Agility: Adaptability in handling ambiguous problems.
Resourcefulness: Proactive management of internal and external stakeholders.
Platform/Tools Expertise: Experience with Salesforce Service Cloud, Zendesk, and Jira is beneficial.