Customer Experience Manager - zero effort nonbank (ZEN)

zero effort nonbank (ZEN) | Krakow, malopolskie

Description : Customer Experience Manager. Company : zero effort nonbank (ZEN). Location : Krakow, malopolskie

At ZEN we believe that payment processing should be as effortless as taking a breath – essential to exist, but barely noticeable at all. Our goal is to make everyone's finances velvety smooth thanks to a truly peaceful payments platform. We put every effort into making sure that payment processing gracefully blends with the business as well as the daily lives of our customers. Customer experience is a key part of what we do.

Join ZEN as:

Customer Experience Manager

Location: Poland (remote)

Your responsibilities at ZEN:

  • Oversee the creation, maintenance, and optimization of our knowledge base for support agents and customers to ensure accurate and up-to-date information
  • Develop and implement quality standards and metrics for chat support
  • Regularly review chat transcripts to ensure consistency and quality of support
  • Provide feedback to support agents and recommend areas of improvement
  • Develop and lead training programs for support agents to ensure they are well-informed and capable of providing top-notch service
  • Collaborate closely with product owners and teams to stay ahead of any upcoming changes or features that might impact the customer experience
  • Advocate for the customer by providing feedback to the product team regarding potential product improvements or pain points
  • Understanding root cause behind poor customer chat experiences and take the necessary steps to remediate these detractors
  • Coordinating with product team to provide visibility over customer (dis)/satisfaction of assigned features

We are looking for people who have:

  • Bachelor’s or Master’s degree
  • 3+ year of experience working in Customer Support Fluency in English and Polish
  • Strong stakeholder management skills
  • A deep understanding of quality program design, implementation, delivery methods, and processes
  • Problem solving approach
  • Strong understanding of customer service best practices and trends

What we offer:

  • Future career opportunities with international exposure
  • A supportive and diverse environment that allows our employees to thrive and learn.
  • Flexible working.
  • Private medical healthcare
  • Motivizer card
  • Internal and external trainings