About this role
Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!
THE ROLE
You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.
WHAT YOU’LL DO
Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaignsLead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedbackHold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctlyTrack open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customerEscalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and ComplianceBuild the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales
WHAT WE’RE LOOKING FOR
5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environmentA track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support toolingThe judgement to know which cases resolve at first contact and which must go to a specialistA structured approach to QA sampling, coaching and building knowledge bases and standard operating proceduresExposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential
YOU’LL THRIVE HERE IF YOU
You believe a customer’s problem solved in one contact is worth more than ten polished repliesYou’d rather fix the reason cases escalate than clear the queue and move onYou coach in the moment, because the team is only as good as its last hard callYou want to build the front line a bank is judged by