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    Manager, Travel Services - Ontario, Canada - Paramount Commerce

    Paramount Commerce
    Paramount Commerce Ontario, Canada

    6 days ago

    Default job background
    Description
    We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada.

    Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets.

    Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

    To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide.

    We are seeking a Manager, Customer Service to join our Customer Service team who will play a pivotal role in shaping the future of our customer service function.

    This role requires an experienced and strategic-minded individual who is passionate about delivering exceptional customer experiences and driving continuous improvement.

    Develop a comprehensive vision, strategy, and roadmap for our Customer Service Function.
    Lead and mentor a team of Customer Support Specialists, providing day-to-day guidance and coaching.
    Foster a culture of continuous improvement and high performance within the team.
    Align resources to deliver exceptional customer experiences across existing support channels.
    Effectively manage and review the relationship with the existing outsourced contact centre.

    Performance Measurement and Reporting:
    Refine and monitor key performance indicators (KPIs) to measure team performance and identify areas for improvement.
    Develop and deliver insightful dashboards and reports to senior leadership, providing visibility into departmental performance.

    Program Development and Implementation:
    Identify and implement programs to drive efficient and effective customer service outcomes, optimizing scalability.
    Collaborate with cross functional teams to improve processes that impact team performance and customer satisfaction
    Collaborate with the Product team to implement feature enhancements that enhance customer service delivery.

    Drive the modernization and scaling of the team to achieve best-in-class Net Promoter Score (NPS) and/or Customer Satisfaction (CSAT) feedback.

    Evaluate existing support channels and helpdesk tools, and manage programs to upgrade and replace our current setup.
    Bachelor's degree in Business Administration, Management, or a related field

    Proven experience in a leadership role within a customer service or support environment, preferably in a fintech, technology or e-commerce industry.

    Proficiency in CRM systems and customer service software.
    Passionate about delivering exceptional customer experiences and driving customer loyalty.
    Accommodations are available on request for candidates taking part in all aspects of the selection process.
    We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.
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