Senior Director, Customer Care

Think you might be the next Veep to join? Read on!!

⭐️ We obsess over our customers. 

⭐️ We help each other. 

⭐️ We embrace diversity. 

⭐️ We find better ways. 

⭐️ We get things done. 

⭐️ We own it. 

As the Sr. Director of Customer Care, you will be responsible for driving customer satisfaction, improving customer retention, and promoting customer advocacy for our Customers. You will lead a team of Customer Care Managers, acting as the contact point between the first line of defense and the senior executives at Versapay and our customers. Your technical expertise will be utilized to enhance service delivery and provide world class customer service.

This role will provide you with a meaningful opportunity to grow professionally, as you will be expected to regularly present your efforts in conceiving, defining, delivering, monitoring, and refining Versapay’s approach to Customer Care, in order to maximize business results.

Reporting to the Chief Payments & Customer Operations Officer, you will collaborate closely with cross-functional teams to ensure the seamless delivery of exceptional customer experiences and drive long-term value for our clients. To be successful, you should have roughly 10+ years of experience leading customer facing teams within a SaaS and/or Fintech company that provided exposures to the Payments industry. To accomplish this, you will need to refine and establish new KPIs and metrics to measure the effectiveness of customer care initiatives, track customer health, and drive accountability across the team. A Bachelor’s or Master’s Degree, is required.

This role is responsible for delivering an exceptional customer experience by developing the appropriate engagement using automation and tools that meet the customer where they are, which will be measured through customer satisfaction and NPS scores. The leader of this team is expected to bring strategic operational thinking, and an ability to turn insights into plans for continuous process and automation improvement. This role encompasses partnering to design and implement innovative solutions to serve our clients using advanced analytics and Generative AI techniques, with a particular emphasis on expeditious resolution, enhanced support, and client advocacy

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We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.