Podcast
Questions and Answers
What is the goal of the leader of the customer care team?
What is the goal of the leader of the customer care team?
The goal of the leader of the customer care team is to create a delightful customer experience that delights customers.
What kind of change agent is the leader of the customer care team?
What kind of change agent is the leader of the customer care team?
The leader of the customer care team is a positive change agent inside the company.
What kind of experience is needed for this role?
What kind of experience is needed for this role?
Proven experience in building and managing large teams, including establishing operational processes that allow for scale through autonomy, in-house and out-sourced customer service operations experience, and deep domain expertise owning the design and creation of an excellent customer experience is needed for this role.
What kind of technical background is desired?
What kind of technical background is desired?
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What kind of attitude is required for this role?
What kind of attitude is required for this role?
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Study Notes
- The leader of our customer care team will work to create a delightful customer experience that delights customers.
- They will lead a team of leaders in their role as champions of customer care as a positive change agent inside the company.
- They will be a critical leader driving operational excellence and change across the business, not just the customer care function.
- They will have the unique opportunity to take a mission-driven, fast-growing fintech startup and change its culture, process, and operations so it becomes known for its customer care.
- They will need to have proven experience in building and managing large teams, including establishing operational processes that allow for scale through autonomy.
- In-house and out-sourced customer service operations experience is a must, along with deep domain expertise owning the design and creation of an excellent customer experience.
- Technical or Product background is highly desired. Ideally, a bachelor's degree in Engineering, Computer Science, or related technical field, and some experience in software product development.
- imism. We need a leader that will not give up when facing unexpected challenges.
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Description
Test your knowledge on the skills and expertise required for leading and championing customer care within a fintech startup. This quiz covers topics such as team management, operational excellence, customer experience design, and technical background.
