123pracovat

Pracovní nabídka

Background and Motivation

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 prefer a person with drive, who is willing to learn and for whom this position is a challenge and not a routine. We are looking for someone who has the potential to be respected by customers and within Finshape.

The ideal candidate will have a strong background in managing customer relationships and understanding technical requirements.

Position Overview

The Customer Care Manager is responsible for overseeing the customer support operations to ensure that customers receive the highest level of service and support. This role involves managing a team of customer care representatives, developing and implementing support strategies, and working closely with other departments to address customer needs and enhance overall customer satisfaction.

Key Responsibilities

Team Management:

Lead, mentor, and manage a team of customer care representatives
Recruit, train, and evaluate staff to maintain a high-performing customer care team
Set performance targets and KPIs for the team, ensuring that goals are met or exceeded
Conduct regular team meetings, performance reviews, and provide ongoing feedback and coaching.

Customer Support:

Oversee the day-to-day operations of the customer care team, ensuring timely and effective resolution of customer inquiries and issues
Develop and maintain support processes and procedures to improve efficiency and customer satisfaction
Handle escalated customer complaints or complex issues, providing appropriate solutions
Monitor customer feedback and work to continuously improve the customer experience.
 

Strategy and Planning:

Develop and implement customer care strategies aligned with company goals and customer needs
Collaborate with other departments (e.g., Product, Sales, Delivery) to ensure a consistent and seamless customer experience
Identify opportunities for improving customer service processes, tools, and systems
Analyze support metrics and prepare reports for senior management, identifying trends and areas for improvement
 

Customer Relationship Management:

Build and maintain strong relationships with key customers and partners to ensure long-term satisfaction and retention
Proactively identify potential customer issues and work to resolve them before they escalate
Act as a liaison between customers and the company, ensuring that customer needs are communicated and addressed
 

Product knowledge:

Maintain an in-depth understanding of the company’s software products and services
Ensure that the customer care team is well-trained on the software and can provide accurate and helpful information to customers
Provide feedback to the product development team based on customer insights and support experiences

Qualifications

• A bachelor’s degree in business administration, IT or a related field
• 5+ years of experience in customer service or support roles or any team related to close interaction with customer with at least 2 years in a managerial position
• Technical background with an understanding of software development processes
• Languages: fluent in Czech and English
• Proven experience in managing and developing a customer care team
• Strong knowledge of customer support tools and helpdesk systems

Skills

• Excellent leadership and team management skills
• Strong communication and interpersonal skills
• Problem-solving and conflict resolution abilities
• Ability to work under pressure and manage multiple priorities
• Analytical skills with the ability to interpret data and generate actionable insights

Work conditions

• Office-based with the possibility of remote work
• May require occasional travel to meet with clients or attend company events

What We Offer

• A competitive salary and benefits package
• Opportunities for professional growth and development
• Collaborative and inclusive work environment
• Flexible working hours and remote work options