🤩Customer Operations Manager
Customer Service, Operations
Posted on Thursday, May 11, 2023
Hnry takes the hassle out of being a self-employed individual by taking care of all the financial admin - everything from Invoicing and Payments through to Expenses and Taxes. We're taking a traditionally labour-intensive and stressful set of tasks, and automating them wherever we can, delivering great experiences and online tools for our users, and making their lives easier.
We are looking for a Customer Operations Manager at Hnry who will be responsible for leading and managing the the Customer Care and Customer Finance teams located in Australia. We are looking for an approachable and talent individual who is passionate about excellent customer service and ensures our customers receive exceptional service and support. This role will also be responsible for developing and implementing processes and policies to enhance the customer experience and optimise the efficiency of our operations.
Staff management - training, performance management and development of the Customer Care and Customer Finance teams (Customer Operations) (AU)
Monitoring daily outbound and inbound contact activity and talk time KPIs are met, and achieving high customer satisfaction scores
Being the escalation point for AU customer queries regarding complex financial, payment and tax queries
Representing the Customer Operations (AU) teams as the specific Subject Matter Expert in the delivery of technical solutions on matters specific to AU.
Leading the recruitment of additional Customer Operations (AU) team members when required.
Tracking the Customer Operations (AU) workload to help measure Hnry’s Cost to Serve (CTS) metric and ensure maximum efficiency
Maintaining a close relationship with the Customer Finance Manager (NZ) and Customer Care Manager (NZ) and providing support where necessary
Provide regular updates and relevant reports to various stakeholders
Developing processes to enhance and support the customer experience
Adhering to existing Customer Operations policies and processes that ensure customers receive consistent and quality service
Providing feedback to technical staff to optimise the customer experience based on AU specific customer interactions
Maintaining a relationship with the Expert Services Team and providing support where necessary
Delivering Hnry’s customer-centric initiatives and empowering our Customer Care and Customer Finance teams to continue providing exceptional customer service
Analysing customer and performance data to make informed decisions about operational and procedural changes
Ensuring a culture of accountability and responsibility around our customer engagement, and creating an environment where staff can deliver consistent, high quality outcomes
Modelling Hnry values and ways of working so we maintain an awesome team culture
How we work
We are a fast-moving, highly collaborative and motivated team, that is growing quickly.
We have a relentless focus on the customer, and on delivering great experiences to ensure we maintain our high rate of customer referrals.
We take a data-driven approach to everything we do, making decisions based on user behaviour - constantly tweaking and optimising to improve.
We follow agile practices, delivering improvements iteratively in small chunks. We track the impact of our work and measure ourselves based on delivering measurable contributions towards agreed targets.
We encourage experimentation - whether that's experimenting with new tools or techniques, or experimenting with new channels.
We invest in our people, and provide opportunities for career growth and progression.
We work hard and we finish on time, no crazy hours.
You will have:
At least 2 years of experience in a similar Customer Operations Management role, preferably in a fintech or accounting industry
Excellent communication, interpersonal and leadership skills
A customer-focused mindset and a passion for delivering exceptional service
A proactive, problem-solving and analytical approach
A high level of attention to detail and accuracy
The ability to work well under pressure and manage multiple priorities
The ability to work autonomously as well as collaboratively with other teams
A positive attitude and a willingness to learn and grow
Bonus points for:
Having previously been self-employed (freelancing, contracting, etc.) in any industry/profession.
Knowledge of the healthcare ecosystem.
Experience working in a fast-paced, agile workplace.
Salary banding: $90,000 - $100,000 per annum
How to apply