公司介绍

Reimagine Prosperity.

We believe there’s a better way – where possibilities are limitless, not limited. We see a new future for financial services.

Our mission is to evolve the very fabric of the global financial system, for the billions of people locked out and locked in. We’re weaving a better future of finance, so everyone can thrive.

Fabriik is a transformative financial services organization with a big mission:

to evolve the very fabric of the global financial system, for the billions locked out and the billions locked in

We believe there’s a better way. Our purpose is to weave a future of finance so everyone can thrive. Where possibilities are limitless — not limited.

We’re creating a safe, open, and fully transparent financial space built on innovative data management technology, where anyone can transform, hold, trade and grow every asset they own.

办公地点：

Fully remote（工作地点不限，可远程办公）

岗位职责：

• Leading a customer centric, motivated and high performing support team.
• Fostering a strong team culture, focused around customer-centricity and going above and beyond to deliver and delight customers.
• Developing a comprehensive operating program for the Care team to ensure consistent performance.
• Developing programs for Care representatives to engage with customers and prospects across all social media channels and support platforms (live chat, Zendesk, etc.).
• Being the customer advocate across the organization. Helping to drive their needs throughout the organization, collaborating with product management, sales, marketing and operations.
• Aligning with senior leadership around operating processes and team performance.
• Managing the day-to-day operations of a frontline support team, including scheduling, training, 1:1’s, knowledge management, etc.
• Building accountability by setting clear goals and objectives to achieve key individual and team performance metrics.
• Coaching and mentoring individuals on your team to enable growth opportunities
• Empowering your team to surface customer issues to help Fabriik build better products and services.

任职要求：

• 3+ years of experience in customer support team leadership in a fast paced environment.
• Ability to inspire and motivate individuals and teams, and represent the customer voice internally across teams.
• Proactive and value continuous improvement, able to find opportunities to go above and beyond for the customer.
• Experience in using Zendesk, Hubspot, Twitter, Telegram, etc.
• Excellent written and verbal communicator.
• Ability to operate effectively under pressure and deliver results.
• Ability to use data to inform key decision making and monitor individual and team performance.
• Ability to balance competing priorities with proven record of delivering results.

简历投递方式：

请前往官网投递：https://fabriik.teamtailor.com/jobs/1601645-head-of-customer-care