Head of Customer Operations

Head of Customer Operations

Market Pay Vilniaus, Lithuania (Hybrid)

Are you a skilled Customer Operations professional looking to join a dynamic and rapidly expanding Fintech business? Market Pay is seeking a talented individual to join our team and contribute to the success of our enterprise payment solutions.

If you have senior level experience leading people working in customer operations, customer service, KYC/KYB and other back-office functions, we want to hear from you!

About Market Pay

Market Pay is a fast-growing and profitable Fintech company that provides enterprise payment solutions to globally recognized brands such as Carrefour, Enterprise Rent-a-Car, IBM, Husqvarna, Orange, Tabesto, and many more.

With a presence in Belgium, Canada, Denmark, France, Italy, Lithuania, Spain, Poland, and the USA, we operate in an international work environment where collaboration is key to creating cutting-edge payment, solutions in mobile apps, portals, and APIs.

Your Role

You will be leading our growing Customer Operations team located in Vilnius delivering Operation services for all the group across European country.

Primary Responsibilities

• Organize the team to deliver customer operations within negotiated SLAs.
• Build and improve customer reporting (performance review with Customers)
• Set performance goals and expectations for the team, ensuring alignment with organizational objectives.
• Build, lead, and inspire a high-performing Customer Operations team.
• Foster a collaborative and positive team culture, emphasizing continuous improvement and excellence.
• Provide coaching, mentorship, and professional development opportunities for team members.
• Conduct regular performance reviews and provide constructive feedback for continuous improvement.
• Develop and document robust processes for all nature of Operations delivered by the team
• Develop and maintain close relations with other Group departments linked to Operations: Support, CSM, New Customer Implementation, etc.
• Work closely with Sales and Implementation to anticipate volume of activities to come, organize the team efficiently accordingly
• Continuously optimize processes to improve efficiency, accuracy, and customer satisfaction, within the team, but also with the other departments of the group, in order to be able to increase efficiency or volume capacity without increasing the cost

The main activities of the Customer Operations are:

• Global onboarding of our customers
• KYB / KYC of the customers / merchant, compliance screening.
• Activating the customer by establishing the technical parameters of his contract and provisioning his information into our systems
• Carry out its contract changes…
• Customer claims management
• Chargeback management
• System Monitoring & Reporting

• Actively monitoring multiple transactional systems and reporting anomalies to our customer support teams.
• Customer Billing & Invoice Registration

Our team needs to be able to evolve and absorb new activities of a Back Office customer or even Back Office business nature. It must be managed with this in mind: the organization of skills, training, industrialization and documentation, the allocation of activities within teams is a major activity in improving efficiency.

If you are ready to take on these responsibilities and contribute to the success of our network operations, we welcome your application.

Your Qualifications & Experience

• A solid track record building and leading teams in a similar role
• Excellent English language skills (written and verbal)
• Excellent communication skills
• Excellent manager, balancing expectation and coaching, sufficiently hand on and problem solver to support growth
• Ability to work together with multiple teams in remote locations
• Ability to multitask and prioritise
• Ability to work well under pressure and tight time frames

Your Package

? A highly competitive salary (depending on relevant experience)

? Annual bonus program and regular awards and recognition for the best of the best (?? is that you?)

? Health Insurance (includes all the essentials plus a fund towards your gym membership)

? Life Insurance

? Mindletic Mental Health Gym Subscription

? One of the coolest offices in the Old Town of Vilnius (Talent Garden!)

? Regular social events and celebrations.

? Monthly Phone Allowance

? Flexibility to mix being in the office with working remotely from your home

Market Pay is an equal opportunity employer, committed to creating an inclusive environment celebrating diversity.