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Full-Time

Customer Experience Manager

Confirmed live in the last 24 hours

Taptap Send

Taptap Send

201-500 employees

Fintech
Financial Services

Senior, Expert

United Kingdom

Category
Customer Experience
Customer Success & Support
Required Skills
Communications
Requirements
  • Minimum of 5 years of experience in similar roles
  • Proven track record of effectively managing and resolving customer complaints
  • Experience in a leadership role with demonstrated ability to mentor and develop team members
  • Excellent communication skills, both written and verbal, with a strong ability to listen and empathize with customers
  • Customer centric-mindset
  • Strong problem-solving skills and the ability to think critically and strategically
  • High level of organization and attention to detail
  • Ability to analyze data and prepare detailed reports
  • Strong leadership and team management skills
Responsibilities
  • Undertake a holistic approach to our global Quality of service delivered in CS and drive improvement across our CS processes to help us deliver outstanding service to our customers
  • Understand what can deter us from fostering positive experience and drive improvements on mission-critical customer journey touchpoints
  • Own customer complaints and US error escalations, ensuring prompt resolution and customer satisfaction
  • Collaborate with other departments to ensure a consistent and cohesive customer experience across all touchpoints
  • You work with our Leadership Team to identify key detractor areas that need support to drive change
  • Manage a team: you will be managing a small team that focuses on resolving customers complaints and you will help drive immediate intervention to unresolved journeys
  • Work as a cross-team ambassador, liaising between Product & Ops teams: You will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business
  • Travel to meet our team around the globe to listen to their experience and drive change where necessary

Company Stage

Series B

Total Funding

$76.3M

Headquarters

New York City, New York

Founded

N/A

Growth & Insights
Headcount

6 month growth

0%

1 year growth

5%

2 year growth

37%
Simplify Jobs

Simplify's Take

What believers are saying

  • The $65M Series B funding round led by prominent investors like Spark Capital and Reid Hoffman indicates strong financial backing and growth potential.
  • Taptap Send's focus on reducing global inequality through financial inclusion aligns with a growing trend towards socially responsible investing.
  • The company's expansion into cross-border fintech platforms positions it well to capture a significant share of the growing remittance market.

What critics are saying

  • The competitive landscape for remittance services is intense, with numerous well-established players that could limit Taptap Send's market penetration.
  • Reliance on external funding for growth could pose financial risks if future funding rounds do not materialize as expected.

What makes Taptap Send unique

  • Taptap Send focuses on underserved markets, particularly in Africa and Asia, offering a unique value proposition compared to competitors targeting more developed regions.
  • The company provides a free remittance transfer service, which is a significant differentiator in a market where fees can be a major barrier.
  • Strategic partnerships, such as with CompareRemit, enhance Taptap Send's reach and service offerings, making it more comprehensive than many competitors.