Customer Operations Manager
Reporting to: Director of Global Operations
Location: Atlanta, Georgia, United States
Who we are and why we exist
At Liberis – merchants matter most! We’ve been on a mission to provide small and medium businesses (SMEs) with accessible and responsive finance since 2007. SMEs account for most businesses worldwide and are critical contributors to job creation and global economic development. They represent about 90% of businesses and more than 50% of employment worldwide. Despite this, more than three quarters (77%) of SME businesses last year were unable to secure the traditional bank financing they desperately needed to grow and thrive. This has created a $5 trillion funding gap for SMEs globally.
That’s where Liberis steps in! To best help small businesses, Liberis has built the leading global embedded finance platform. Through this, Liberis provides partners with the technology and financial solutions necessary to offer personalised and accessible funding to their small business customers.
To date with ~20 global strategic partners and direct reach to more than 1 million small businesses, Liberis has provided $1 bn of funding in over 50,000 transactions, enabling more than 100,000 jobs to be created and saved. We are making a genuine difference to your local pub, hairdresser and online retailer!
We are in a very exciting period of growth, in the UK and internationally, with teams based in London, Nottingham, Stockholm, Atlanta and Munich. We are looking for talented and ambitious individuals to help us reshape business finance. How we work is as important to us as what we do – exemplified by our behaviours:
#1 Merchants matter most – our success is tied to our merchants' success
#2 Act like time is running out – the fastest company in a growing market will win
#3 Own every outcome – the hardest problems we face are yet to be solved
#4 Communicate directly – we don’t have time to beat around the bush
#5 Prove it - every feature we build, decision we make and action we take, matters
#6 Empathy always - Liberis wins when every employee thrives
If our mission and behaviours resonate – get in touch!
Who are we? (Team)
The Customer Operations team are a global, multi skilled team serving our merchants in 12 regions and growing! Our overall objective is to provide the best experience to our merchants and partners, whilst giving 5* service on every interaction we have.
With our significant growth in North America, we are now at the stage where we need an experienced leader for our growing Atlanta based team.
We own the merchant experience starting from the moment an application for revenue-based finance is submitted. This means we are playing a huge part in providing our merchants a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting, Finance and Collections. We then look after all our active merchants assisting them with any queries they have, or amendments they need to make to their account.
We are also responsible for collating and responding to customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements across the business.
At Liberis, we always put our merchants first and the Customer Operations team play a pivotal role in helping us do that. Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the team!
What do you need to be successful in this role?
As this role is critical to the expansion of our rapidly growing global Customer Operations team as well as our expansion in North America, we are looking for an independent and confident new colleague who wants to hit the ground running. The role is critical to Liberis and offers scope to contribute own ideas, expects a high level of ownership and autonomy and in return offers many development opportunities for the successful candidate.
- You have a proven track record in a customer service leadership role.
- You are a team and talent builder, with proven history of hiring, managing and developing a high performing and engaged team.
- You have an analytical mindset and strong problem-solving skills with the ability to analyse data and customer feedback to identify areas for improvement.
- You are collaborative, low ego, and are used to working cross-functionally with teams like Sales, Underwriting, Collections, Partnerships and Product teams.
- You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done.
- Language skills are a plus: You speak English fluently but might also speak Spanish, French or any other language as a plus.
Responsibilities
- Team management: Lead the day-to-day operations of our North American Customer Operations team, ensuring we are continuously improving our operational efficiency, productivity, and quality of our customer service whilst remaining compliant with relevant regulatory requirements and industry standards.
- Performance: Utilise data and analytics to measure and report on your team’s performance. Ensure SLAs and KPIs are met.
- Help us expand our presence in North America: We have ambitious growth targets and want to expand our presence the North American market significantly! Help us to further improve our processes, ensure they are in line with the North American standard and be the first point of contact for our customers!
- Customer feedback: Oversee the handling of customer feedback in North America and collaborate closely with our Customer Feedback team to identify ideas for improvement measures and implement them in collaboration with other teams.
- Be the ‘voice of the customer’: Create action plans based on customer feedback and work cross-functionally with key stakeholders across the business to drive projects, influence decisions and priorities to enable the best merchant experience.
- Be ‘hands on’ and support your team to fund customers, respond to in life queries or handle complaints where required. This role will need to be flexible to drive the evolution of the team and business whilst setting solid scalable foundations for the future.
What happens next?
Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!
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