Baubap (YC S21) Looking for Customer Support Manager at Ciudad de México, México Full Time

We are a fast-growing, Mexican fintech startup with the mission to become the bridge to people’s financial freedom through technology.

We are providing microloans to people in financial need through a fast and efficient process, always treating them with the respect and dignity they deserve.

Our long-term vision is to become the largest inclusion bank in LATAM by 2030.

About Your Role

As a Customer Support Manager, your primary focus will be on ensuring seamless customer experiences by effectively bridging the gap between our customers and the products we offer. This involves not only addressing customer queries and concerns but also closely collaborating with our product team to enhance our offerings based on valuable customer feedback. Your main objective is to deliver unparalleled customer satisfaction by consistently improving our products, aligning them with customer needs, and cultivating a supportive, responsive customer service environment

Outcomes

• Enhanced Customer Satisfaction: Achieve and maintain a high CSAT (Customer Satisfaction) score by implementing strategies that address customer needs promptly and effectively
• Reduced Resolution Time: Decrease the average time taken to resolve customer queries or issues by streamlining processes and providing efficient support
• Product-Driven Support: Collaborate with the product team to translate customer feedback into product improvements, leading to a decrease in support-related queries and increased product usability
• Team Performance: Develop and mentor the support team to consistently meet and exceed performance targets, ensuring a high-quality support experience
• Improved Knowledge Base: Establish and update a comprehensive knowledge base for the support team and customers, reducing repetitive queries and enhancing self-service capabilities
• Cross-Functional Collaboration: Foster collaboration between customer support and other departments to ensure a unified approach to customer satisfaction and issue resolution

Day to day

• Ensure that our credit risk policies and procedures comply with regulatory requirements and align with our business strategy, sharing your expertise with the rest of the leadership team with a strong focus on risk management.
• Quality assurance score :We conduct weekly quality audits of champions interactions. For each interaction audited, we provided a score based on criteria for soft skills, process adherence, and knowledge. The QA score is the average of all interactions audited
• Issue Resolution: Handling escalated customer queries or issues that require managerial intervention for resolution.
• Process Improvement: Identifying gaps in support processes and implementing improvements to enhance efficiency and customer satisfaction.
• Reporting and Analysis: Generating reports on support metrics, analyzing trends, and identifying areas for improvement.
• Training and Development: Conducting training sessions for the support team, ensuring they have the necessary skills and knowledge to assist customers effectively.
• Customer Interaction: Engaging directly with customers to address complex issues or provide assistance when necessary.
• Collaboration with Product Teams: Working closely with product teams to communicate customer feedback and suggest product enhancements or modifications based on support interactions.
• Documentation and Knowledge Sharing: Maintaining documentation of common issues and solutions for internal knowledge sharing and customer self-help resources.

Requirements

Requirements

• Prior experience in customer service or support roles, with at least a 2 years in a managerial or supervisory position
• Strong verbal and written communication skills to interact with both the support team and customers, resolving issues effectively
• Deep understanding of customer needs and a commitment to providing exceptional service
• Capability to analyze support metrics, identify trends, and propose improvements based on data-driven insights
• Technical Proficiency: Familiarity with customer support software, CRM systems, and tools used in the support environment

Your Skills

• Clear and transparent communication. You are able to able to express your thoughts clearly, concisely and to the point. You can openly discuss any blockers you have, and constructively point out areas for improvement
• Relentlessly resourceful at execution and problem solving. You make things happen, no matter what. You are disciplined, organized and systematically follow through on your work. Instead of getting stuck thinking “well, this doesn’t work”, you look for creative / innovative / outside-of-the-box solutions to fix the issue and move on
• Sense of urgency. You operate with a constant sense of urgency (as if there was a large, hungry wolf chasing you), constantly looking for ways to move ahead and push everything around you to get to your desired outcome in the most efficient and productive way. You don’t wait around and make things happen
• Flexibility / adaptability / resilience. You ****can maintain your composure and focus despite the constantly changing environment, and adequately adapt to new conditions. You can swiftly change the course of action when needed, and you don’t get easily demotivated
• Being self-driven /committed. You require very little guidance and intervention from your leader to move ahead. You can correctly read what the situation requires, and take the necessary action accordingly. If your leader were to disappear, you can still move ahead and make relevant things happen. You act because you want to, and not because someone else is telling you that you should
• Strategic thinking / seeing the bigger picture. You can see further than just your immediate “doorstep”. You can correctly assess the deeper implications of certain decisions that might materialise in the future, and take decisions accordingly. You often use data or previous research to inform your recommendations and decisions
• Critical / analytical thinking. You can correctly analyse the root causes of a problem, without getting side-tracked by irrelevant, minor details. You can come to the right conclusion and propose a clear, logical plan of action. You don’t stay on the surface of things
• Helping others succeed / strong stakeholder focus. While tackling the responsibilities on your plate, you are constantly thinking “How will this impact the other party? Am I doing the absolute best I can to offer excellent support / service? What more could I do to help the other side achieve their goal or grow? Am I optimising for myself, or for the common good?”

Benefits

What we can offer you

• Being part of a multinational, highly driven team
• Flexible and remote working environment
• High level of ownership and independence
• 20 vacations days / year + bonus
• 1 month Christmas bonus
• Health & Life insurance
• Vales de despensa $2700 mxn / month
• Coworking contribution
• Home office set-up budget
• Unlimited budget for Kindle books
• Competitive salary