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For Companies At a Glance
- Tasks: Lead global customer support operations and ensure top-notch service delivery across multiple languages.
- Company: Join Taptap Send, a fast-growing fintech on a mission to reduce inequity for immigrants.
- Benefits: Enjoy a dynamic startup culture, remote work options, and opportunities for personal growth.
- Why this job: Make a real impact while working with a diverse team of top performers from leading organisations.
- Qualifications: 7+ years in customer support management, experience with large teams, and strong analytical skills required.
- Other info: We value diversity and encourage all candidates, especially from underrepresented communities, to apply.
The predicted salary is between 48000 - 84000 £ per year.
Our Mission: Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.
The Team: Founded by Harvard grads and 3rd-time founders, we are driven by mission and guided by values. Our team is global, speaking over 30 languages from 25 countries.
About Us: Taptap Send is backed by top VCs, rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Launched in 2019, Taptap is tapping into a transformative shift in global finance, allowing immigrants to send money home instantly and with no fee, saving money in the process.
Our Investors: Spark Capital, Canaan, Reid Hoffman, Breyer Capital, and many others.
The Role: We are seeking a highly motivated and experienced Head of Customer Support Operations to lead our Tier 1 customer support operations across four global BPOs in Ghana, Pakistan, Dubai, and Mexico. This role is critical in ensuring exceptional customer service delivery across 14 languages while maintaining cost efficiency and operational excellence.
Key Responsibilities:
- Operational Leadership: Oversee Tier 1 ticket handling to meet Service Level Agreements (SLAs) for response time, resolution time, and quality. Drive cost efficiency by optimizing metrics such as cost per ticket, agent productivity, and quality scores.
- BPO Management: Build strong relationships with BPO partners to ensure consistent improvements in productivity and service quality. Negotiate contracts with BPOs and software vendors.
- Process Optimization: Implement and maintain smart ticket routing on Zendesk. Automate repetitive tasks in Zendesk to reduce average handling times.
- Workforce Planning: Develop workforce plans across 14 languages to align staffing levels with demand forecasts.
- Innovation & Technology: Work with internal stakeholders to introduce AI-driven first-response solutions and automation tools.
- Operational Excellence: Obsessed with performance metrics to identify areas for improvement and work with relevant stakeholders to implement.
Ideal Candidate Profile:
- Experience: Proven track record of managing customer support operations for teams exceeding 100 agents. Minimum of 7+ years managing 24/7 global customer support operations.
- Skills: Advanced analytical skills in Google Sheets/Excel; SQL knowledge is a plus. Strong negotiation skills for vendor and contract management.
- Personal Attributes: High ownership and proactivity in a high-accountability environment. Comfortable working at speed and embracing iterative processes.
Taptap Values: Impact first, Team next, Accept reality, Propose solutions, Win with grit, Be proactively candid, Own it, Create positive energy.
Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We encourage applications from underrepresented communities.
Head of Customer Support Operations employer: Taptap Send
Contact Detail:
Taptap Send Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support Operations
✨Tip Number 1
Familiarise yourself with the fintech landscape, especially in emerging markets. Understanding the unique challenges and opportunities in these regions will help you demonstrate your alignment with Taptap Send's mission during interviews.
✨Tip Number 2
Highlight your experience in managing large teams and BPO relationships. Be prepared to discuss specific examples of how you've driven operational excellence and cost efficiency in previous roles, as this is crucial for the Head of Customer Support Operations position.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to improve customer support operations. Mention any experience with tools like Google Sheets or SQL, as these will be valuable in optimising performance metrics at Taptap Send.
✨Tip Number 4
Emphasise your adaptability and willingness to embrace a fast-paced environment. Share examples of how you've successfully navigated change and implemented innovative solutions in previous roles, which aligns with Taptap Send's values of agility and proactivity.
We think you need these skills to ace Head of Customer Support Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support operations, especially managing large teams. Emphasise any experience in fast-paced environments and your ability to drive operational excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the mission of Taptap Send. Discuss how your values align with theirs and provide specific examples of how you've successfully led customer support teams in the past.
Highlight Relevant Skills: Clearly outline your analytical skills, negotiation abilities, and any experience with tools like Zendesk or SQL. Mention your proficiency in any non-English languages, as this is highly desirable for the role.
Showcase Your Leadership Style: Describe your leadership approach in your application. Highlight how you foster team collaboration, embrace feedback, and drive performance metrics to improve customer service delivery.
How to prepare for a job interview at Taptap Send
✨Understand the Mission
Before your interview, make sure you fully grasp Taptap Send's mission to reduce inequity for immigrants. Be prepared to discuss how your experience aligns with this goal and how you can contribute to their vision of becoming a leading cross-border fintech.
✨Showcase Your Leadership Skills
As the Head of Customer Support Operations, you'll need to demonstrate strong leadership capabilities. Prepare examples from your past experiences where you've successfully managed large teams, optimised operations, or improved customer service metrics.
✨Familiarise Yourself with BPO Management
Since the role involves overseeing multiple BPOs, it's crucial to understand how to build relationships and negotiate contracts effectively. Brush up on your negotiation skills and be ready to discuss any relevant experiences you have in managing vendor relationships.
✨Emphasise Innovation and Technology
Taptap Send values innovation, especially in customer support. Be prepared to talk about any experience you have with implementing new technologies or processes, particularly in automating tasks or using AI-driven solutions to enhance customer service.
