At a Glance
- Tasks: Lead and mentor a global team to enhance customer success on our payments platform.
- Company: Join PPRO, a diverse tech company revolutionising global commerce.
- Benefits: Enjoy hybrid working, generous holiday, professional development budget, and wellness support.
- Other info: Dynamic, pet-friendly office near great food spots, fostering collaboration and innovation.
- Why this job: Make a real impact in fintech while growing your leadership skills.
- Qualifications: 5-7 years in customer success or operations, with team leadership experience.
The predicted salary is between 70000 - 90000 £ per year.
At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth. Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations, all united around one goal – to deliver the best possible products and services to our partners and customers.
The Purpose: The Associate Director, Customer Success is responsible for leading, mentoring, and scaling a team of Customer Success Managers (CSMs) who ensure the smooth operational performance of clients on our global payments platform. Acting as the strategic operational leader and key partner to Account Management leadership, this role oversees day-to-day team operations, guides the resolution of complex payment issues, ensures robust regional transaction data analysis, and proactively drives macro-level initiatives to elevate the overall customer experience. Based in London, you will lead a team that serves as a critical bridge between major regional clients (including PSPs and merchants) and our global technical and commercial teams.
What You'll Be Doing:
- Team Leadership & Operational Governance
- People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing portfolio distribution and individual performance.
- Player/Coach: Manage your own portfolio of EMEA based clients, whilst also managing your team who will cover APAC, US and LATAM.
- Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the team through complex day-to-day operational queries and high-priority client incidents.
- LPM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable frameworks for onboarding merchants and sub-merchants smoothly.
- Process Scaling: Consistently identify, propose, and implement high-level operational process improvements and internal automations to scale the entire regional portfolio.
- Executive Advisory: Support the team in building and maintaining deep, trust-based relationships with external operational and technical stakeholders at the executive level.
- Incident Management Oversight: Coordinate the strategic response to operational and processing incidents, partnering with global technical teams to drive systemic, long-term preventative fixes across the portfolio.
- Strategic Reporting & Performance Insights
- Data Infrastructure Ownership: Define and own the structural reporting strategy for the global portfolio, ensuring the team proactively generates data models that surface meaningful processing trends.
- QBR Governance: Oversee and elevate the delivery of clear, data-driven operational performance reviews within Quarterly Business Reviews (QBRs) conducted by your team.
- Macro Trend Analysis: Review systemic anomalies and trends across regional processing volumes, conversion rates, disputes, and operational metrics to identify widespread optimization opportunities.
- Actionable Guidance: Empower and guide CSMs to provide advanced actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
- Strategic Cross-Functional Leadership
- Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
- The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and business units, translating technical payment flows into simple, actionable business strategies.
- Strategic Voice of the Customer: Serve as the definitive internal regional voice of the customer to advocate for structural product enhancements and global operational fixes.
You'll Need to Have:
- Experience: Minimum of 5–7+ years of experience in a customer success, operations, or technical account management role within payments, fintech, or e-commerce, including at least 2 years of direct people management or team leadership experience.
- Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, with the capacity to coach team members on technical problem-solving.
- Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution.
Nice-to-Haves:
- Advanced Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
- Cross-Border Leadership: Deep familiarity with the cross-border e-commerce landscape and regional EMEA payment methods.
- Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.
- Multilingual Skills: Fluency in other European or global languages is a plus.
What's in it for you?: Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year. Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role. Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions. Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments. Workplace Nursery Scheme - Save on childcare through salary exchange. Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet. Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more. Our HQ office on Procter Street, is a short walk from Holborn, Farringdon and Covent Garden so if you’re a foodie there’s plenty nearby. The office is befitting a tech business and is set up for cross team collaboration. Pet-friendly office - Because work is better with your paw-tners by your side.
Our Principles: We get things done: We are courageous; we take ownership, make decisions and get things done. We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent. We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do. We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement. We work as a team: We collaborate closely and value team success over individual achievement.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please refer to our Candidate Privacy Policy.
Associate Director, Customer Success in London employer: PPRO
At PPRO, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions innovation and collaboration. Our London office is not only conveniently located near key transport links and culinary hotspots, but it also fosters a supportive environment with hybrid working options, generous professional development budgets, and comprehensive benefits including enhanced family leave and mental health support. Join us to be part of a diverse global team dedicated to empowering partners and driving meaningful change in the payments landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Director, Customer Success in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PPRO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PPRO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Director, Customer Success in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PPRO:Your cover letter is your chance to shine! Tell us why you want to work at PPRO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PPRO!
How to prepare for a job interview at PPRO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
