Customer Service Delivery Supervisor / Responsable support clients F/H
$80k - $100k per yearKORT Payments
Director Customer Service
Welcome to KORT Payments, where innovation meets excellence! To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.
EMPLOYMENT TYPE Full-time, New position
The Director Customer Service is responsible for leading and scaling the Customer experience team, ensuring they drive customer satisfaction, retention and growth. This role owns the Customer experience strategy and its execution working to enhance customer satisfaction and maximize customer lifetime value.
This role collaborates cross-functionally with Sales, Risk, Underwiring, Boarding and Product teams to ensure a seamless customer journey and leverage customer insights to continuously enhance KORTs customer experience.
Customer Experience Strategy & Execution
Develop and implement a customer experience strategy aligned with KORTs brand promise and business goals
Foster a customer-first culture that emphasizes value-driven success strategies
Collaborate with internal teams (Sales, Product, Professional Services/onboarding) to enhance KORT’ customer journey
Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce), tracking key performance indicators (KPIs) such as NPS and retention
Translate strategic vision into actionable programs and tools for customer service, installations and customer success execution
Use customer data and analytics to drive strategic decisions, improve product offerings and enhance service delivery
Provide internal feedback to improve product offerings and service delivery
Partner with Operational excellence teams to assess training needs and deliver impactful coaching on both technical and soft skills
Ensure consistent service standards across all teams through hands-on support and performance monitoring
Monitor and analyze key customer experience metrics including NPS, VoC and Productivity KPIs
Lead data-driven initiatives to improve customer satisfaction and operational efficiency
Oversee escalation processes and support teams in resolving customer complaints effectively and empathetically
Bachelor’s degree in Business Administration, Marketing, Retail Management, or related field. 10+ years of progressive leadership experience in operations, customer experience, or related functions
- 5+ year of management experience
- Proven track record of developing and executing customer experience strategies in a high growth environment
- Experience managing teams and influencing cross-functional stakeholders
- Familiarity with call center operations and performance management
- Excellent communication and presentation skills to influence senior leadership and frontline teams
Empower success through open communication, honesty, and inclusion
We've got you covered with health, dental, and vision plans
Flexible and Inclusive Work Environment: Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work
Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges
$85k - $115k per year
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