Reporting line: Head, Customer Solution
Location: Remote
Job type: Full-time
At Pesa, we are making cross-border payments simple, fast & reliable for individuals & businesses across emerging markets; providing tools that power economic freedom. We are on a mission to localize the global money transfer experience and data is at the heart of this mission.
Currently seeking to hire an exceptional Customer Success Manager who would make our mission possible.
Here's how you will be contributing
Team Leadership & Management
Supervise and manage the Customer Success team, ensuring excellent service delivery
Develop and maintain work schedules to optimize staffing, response rates, and service levels.
Ensure team members are fully equipped with the necessary systems, tools, and applications.
Oversee onboarding, training, and development of new Customer Support Specialists.
Coach team members on interaction handling, customer communication skills, and performance improvement plans (PIP).
Customer Support & Escalations
Monitor customer support interactions and handle escalated cases professionally.
Take over complex or sensitive customer interactions to ensure timely resolution.
Address and resolve customer issues promptly, escalating when necessary to maintain satisfaction.
Customer Advocacy and Success
Monitor customer health and usage metrics.
Translate customer feedback into actionable insights for Product and Engineering teams.
Educate customers on new features, compliance updates, and best practices.
Operational and Financial Performance
Drive the Customer Success Specialists to deliver on success metrics (FRT, CSAT etc)
Handle automation leveraging CS solutions to improve efficiency and service effectiveness
Track KPIs of Customer Success Specialists
Contribute to forecasting and strategic planning of the regional success portfolio
Collaboration & Advocacy
Collaborate with Compliance, Product, and Engineering teams to resolve customer concerns.
Advocate for customers internally by sharing feedback with Product, Marketing, and Engineering teams to improve the user experience.
