Head Of Customer Support

  • JoomPay
  • Riga, Latvia
  • 22/09/2022
Full time Forex Fintech Customer Service Executive Management

Job Description

Joompay is a fintech service for daily financial transactions in Europe. Joompay’s mission is to help people to control their expenses and save money. We operate from our Luxembourg headquarters under our own financial license.

Joompay is one of the key businesses of Joom, international group of e-commerce and fintech companies that was founded in 2016 in Latvia. Joom also includes four other businesses: Joom Marketplace, a platform for shopping from all over the world; Onfy, a pharmaceutical marketplace in Germany; Joom Logistics, a business that provides logistics, technology and infrastructure services for cross-border eCommerce; JoomPro, a platform for cross-border wholesale trade. Joom offices are located in Latvia, China, Hong-Kong, the USA, Germany, Russia, and Luxembourg.

Currently our Joompay team consists of about 50 people, so we are looking for energetic and responsible specialists to build the company core. We want all the team members to add their unique value to help Joompay become a strong player and a valid competitor on the Fintech market.

We are looking for new employees to establish a fast and effective support team in our office in Riga, Latvia. We'd like our customer support to become an essential part of Joompay experience and function as an autonomous product within our ecosystem.

Responsibilities:

  • Create an efficient, flexible, organised, and scalable customer support operation
  • Prepare & train the support team for growth.
  • Benchmark the performance of products and delivery processes and provide feedback.
  • Keep updated FAQs, open issues, default answers and working instructions.
  • Maintain customer happiness with a growing support team.
  • Ensure distribution of knowledge across the team, minimize bottlenecks in the processes.
  • Create a preventative rather than reactive approach to customer support.
  • Act as senior escalation point, troubleshooting technical issues.
  • Track KPIs and performances against SLAs.

Requirements:

  • Experience working in the Customer Support team.
  • Experience of managing and training a team.
  • Structured & capable of organising support databases, workarounds, FAQs etc.
  • Able to prioritise, meet deadlines and deliver rapid outcomes.
  • Excellent verbal, written communication and organisational skills.
  • English and Russian language professional proficiency.

Preferred:

  • Experience working in European financial institutions.
  • Knowledge of other European languages

We are offering

We work all over the world:

  • Creating international products with millions of users
  • Flexible working hours from the office or from home

We share our success:

  • Stock options for every employee
  • Attractive salary with regular appraisals

We appreciate each other:

  • Cozy office in the center of Riga
  • Equipment to choose from (Mac, Windows, Linux)
  • Team-building activities all over the world
  • Professional conferences, public speaking workshops, lectures, free English lessons

We take care of your health:

  • Medical insurance covering dentistry services
  • 100% sick pay
  • Free food, juice, fruits at the office
  • A well-being program