Customer Care Manager
O pozici
Pracovní nabídka
Finshape is an international enterprise software company headquartered in Prague, Czech Republic (with other offices in Slovakia, Hungary, and Romania). It works for financial institutions, mainly banks, in the EMEA in several business domains (digital banking, regulatory reporting, and payments). We have 100+ customers, and 20+ million users use our software.
We're looking for a driven and motivated individual with a passion for customer care, problem solving, process building and IT product development who can actively contribute to the long-term improvement of our customer support processes. Someone who will be able to get involved in new projects from the start, building a relationship with both the client and the project team.
The ideal candidate will have experience of client relationship management, preferably in the IT sector, IT project management as a junior project manager or analyst, a strong understanding of technical requirements and the ability to inspire their team to deliver excellence. This role is perfect for someone looking for a challenge rather than a routine job.
WHAT WILL YOU DO
Develop and implement customer care strategies aligned with company goals
Collaborate with other departments such as Product, Sales, and Delivery
Analyze customer data and prepare reports for senior management
Handle escalated customer issues and provide optimal solutions
Lead and mentor a customer care team (5 FTE) to ensure high performance
Recruit, train, and evaluate team members, set goals, and KPIs
WHAT DO YOU NEED
A degree in business administration, IT, or a related field
At least 5 years of experience in project management (IT is preferable) , IT analyst or customer care or support. Managerial experience an advantage
Technical knowledge and understanding of software products
Fluency in both Czech and English
Strong leadership, communication, and conflict resolution skills
Analytical mindset with the ability to work with data
WHAT WE OFFER
A competitive salary and benefits package
Opportunities for professional growth and development
Flexible working hours and remote work options