Senior Customer Care Concierge
Posted on Wednesday, August 30, 2023
Taekus is looking for a Senior Customer Care Concierge to create, lead, scale, and inspire a first-rate customer service team for the customers of a fast-growing fintech company. This is an individual contributor role.
We care deeply for our customers, who are our #1 priority. We have come to know many of them by name, and hope to continue to deliver the absolute best experience. We attribute our current success to our closeness with these customers and the high levels of communication we maintain with them.
Because of this, we’re looking for someone to help us make sure our customers are beyond satisfied.
Reporting to the Head of Operations, this role is responsible for not only owning all aspects of customer service, but also creating best practices for delivering high quality experiences to our customers.
We’re looking for someone who has a strategic mind. You would be responsible for the operationalization of support processes and policies, interfaces with internal and external teams to ensure resources are created to support new product launches and updates, while advocating for changes that assist in transparency and understanding for the customer and supporting customer reps.
Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customer
Helping customers fix or book plane tickets
Being accountable and taking ownership of the customer’s experience from beginning to end
Work collaboratively with internal teams across Product, Engineering, Operations, and Compliance to help improve customer experience
Create, implement, and iterate customer success policies, procedures, best practices and internal guides that are both scalable and in compliance with company SLAs and regulatory requirements
Explores and recommends automation opportunities
What you bring to the table
At least 2 years of experience leading and expanding customer experience departments, preferably in a highly regulated and fast-paced setting.
Experience as a travel agent, including use of GDSes and ARC settlement - experience with Amadeus and ability to book and fix flight tickets
Experience working in high-end/luxury customer service, such as Amex Centurion Card Concierge, or a similar environment.
Strong skills in developing relationships and communicating effectively.
Level-headedness with the ability to multitask continuously.
Self-starter and capable of working independently while collaborating with a team.
Strong organizational, communication, and writing abilities.
Availability to meet the demands of the business.
Adaptability to succeed in an ever-changing, fast-paced environment.
An enthusiasm for delivering excellent customer experiences.
Nice to Haves
Love of credit cards and/or travel hacking
You’ll love this job if:
You’re a problem solver that likes a challenge — in this case, solving all our customers’ problems
You’re a self-starter who likes having the agency to build systems and a team
You want to join a small but mighty team that’s ready to take on this multi-trillion-dollar market by storm.
You’re into credit card points or at least understand that credit card points are the crux of the premium/superpremium market.
You love travel.
You like solving people’s problems
In your email to email@example.com, tell us some of your favorite CX requests that you’ve gotten in your past experience!