Director, Customer Experience
BrightseedSalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, Payments, Enterprise SoftwareIndustries
Requirements
- 本科或以上学历
- 2年以上带团队的经验
- 5年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先
- 具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策
- 结果导向，具有成长性和好奇心
- 有团队合作精神，能跨团队协作推动复杂项目落地
Responsibilities
- 根据公司市场战略，负责对目标市场存量客户进行深度维护
- 负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程
- 通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验
- 协同战略、产研团队，挖掘客户需求痛点，推动产品优化
- 协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值
- 协同运营、风控、合规团队，识别潜在业务风险
Skills
Customer Success
Team Management
Client Relationship Management
Customer Service Automation
Process Optimization
Product Feedback
Cross-functional Collaboration
Risk Identification
Client Retention
Customer Satisfaction
Airwallex
Cross-border payment solutions for businesses
About Airwallex
Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.
Eastern District, Hong KongHeadquarters
2015Year Founded
$877.4MTotal Funding
SERIES_ECompany Stage
FintechIndustries
1,001-5,000Employees
Benefits
Hybrid Work Options
Employee Equity Programs
Risks
Increased competition from fintech startups could erode Airwallex's market share.
Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.
Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.
Differentiation
Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.
The company integrates financial services into platforms, enhancing customer experience and efficiency.
Airwallex's global presence with ten international offices supports its expansive service offerings.
Upsides
Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.
The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.
Airwallex's expansion in EMEA with new offices boosts its international market presence.
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