JOB DETAILS:

Job Summary: The Client Support Manager for the Payment Portal at Virtus Global Security will lead the customer support team in delivering high-quality service to users. This role is responsible for overseeing customer inquiries, resolving complex issues, enhancing client satisfaction, and driving continuous improvements in the support process. The ideal candidate will have experience managing a support team within a financial or technology environment, with strong problem-solving skills and a commitment to client success.

Key Responsibilities
Client Support Operations Management
• Lead the day-to-day operations of the customer support team, ensuring timely and effective resolution of client inquiries and issues.
• Monitor support metrics (e.g., response time, resolution rate, client satisfaction) and ensure team members meet or exceed service level targets.

• Develop and maintain a comprehensive knowledge base to assist the support team in addressing common client questions.

Customer Issue Resolution & Escalation Management
• Handle complex or high-priority client issues, working directly with clients to ensure resolution and satisfaction.
• Develop and implement an escalation protocol to ensure critical issues are addressed promptly, involving appropriate departments as needed.

• Track and analyze recurring issues to identify root causes and work with cross-functional teams to implement long-term solutions.

Client Relationship Building
• Build strong relationships with key clients, acting as their advocate within the organization and ensuring their needs are met.
• Conduct regular check-ins with high-value clients to gather feedback, address concerns, and identify opportunities for service improvement.

• Coordinate with the sales team to support smooth onboarding for new clients and ensure their initial experience is positive.

Team Leadership & Development
• Recruit, train, and mentor support team members, fostering a culture of customer-centricity and continuous improvement.
• Conduct regular performance reviews, provide ongoing coaching, and create development plans to support team members’ professional growth.

• Facilitate team meetings and knowledge-sharing sessions to keep the team updated on product changes, support protocols, and best practices.

Process Improvement & Reporting
• Identify opportunities to streamline support processes, reduce response times, and enhance client satisfaction.
• Develop and refine support documentation, scripts, and templates to ensure consistent, high-quality responses.

• Generate regular reports on support metrics, analyzing trends to guide decision-making and support improvement efforts.

Cross-Functional Collaboration
• Work closely with the product, IT, and finance teams to stay informed about platform updates, new features, and policies impacting clients.
• Provide feedback to product teams on client pain points and feature requests to inform future platform enhancements.

• Partner with the compliance team to ensure support practices align with regulatory requirements, particularly in areas of data privacy and payment security.

Key Performance Indicators:
• First Response Time; Respond to 90% of client inquiries within the first 15 minutes.
• Resolution Rate; Resolve 85% of inquiries on the first contact.
• Client Satisfaction Score (CSAT); Achieve a client satisfaction score of 90% or above on resolved inquiries.
• High-Priority Issue Resolution Time; Resolve 95% of high-priority issues within 24 hours.

• Escalation Response Efficiency; 98% of escalated cases are addressed within established response times.
• Root Cause Resolution Rate; Implement long-term solutions for 90% of recurring issues identified.
• High-Value Client Check-In Rate; Conduct monthly check-ins with 95% of high-value clients.
• Client Feedback Implementation; Implement improvements based on client feedback at least quarterly.
• Response Time Improvement; Decrease average response time by 15% within six months.
• Documentation Accuracy; Achieve 98% accuracy in support documentation and templates.
• Support Metrics Reporting Timeliness; Deliver 100% of support reports by agreed deadlines.
• Product Feedback Implementation; Ensure 80% of client feedback is communicated to the product team within one week of receipt.
• Platform Update Awareness Rate; Update support team on 100% of platform changes within 48 hours of rollout.
• Regulatory Compliance Adherence; 100% adherence to regulatory requirements related to data privacy and security in support practices.

Requirements:
• Bachelor’s degree in Business Administration, Communications, or related field.
• 5+ years of experience in customer support within the payments, financial services, or technology sectors, with 2+ years in a managerial role.
• Excellent communication and interpersonal skills, strong analytical and problem-solving abilities, team leadership experience, and proficiency with customer support software.
• Familiarity with customer support platforms (e.g., Zendesk, Freshdesk), payment processing systems, and CRM software.
• Experience working with the ODOO system will be a huge advantage.

Preferred Qualifications:
• Experience in developing support strategies for digital payment platforms.
• Knowledge of industry regulations related to data protection and payment security (e.g., PCI-DSS, GDPR).
• Demonstrated success in building and leading a high-performing client support team.