Job Description

Due to continued growth, APEXX are looking for a Senior Customer Operations Manager to become an embedded part of our Service Operations. Our successful candidate is someone with strong people skills, who is keen to take on a plethora of responsibilities, has a ‘roll-the-sleeves-up’ attitude, wants to grow their career with the business, and develop an effective Customer Operations function. 

We are looking for someone who wants to establish a customer operations machine that functions smoothly both internally and externally. They will be working closely with other departments, including Product, Tech & Implementation to build out an exceptional customer operations experience.

About You

This role is perfect for a Customer Operations Manager (or equivalent) with extensive experience in payments support and customer success. We are looking for an individual with a willingness to share their knowledge with the business.

Career Experience:

Extensive experience in a Customer Success/Technical Account Manager role, engaged with enterprise level customers, within an E-Commerce Payments Gateway and/or Acquirer organisation

Experienced in client service and familiar with working in a high-pressure environment where client service has a direct effect on the bottom line 

Experienced in using analytics tools and support systems and deriving insightful data from such systems 

Comfortable interacting at all levels with diverse roles in a customer organisation; including engineers, product and project managers, risk and compliance managers and executive leadership 

Experience in managing off-shore teams 

Have an understanding of the payment processing ecosystem 

Competencies Required:

A true customer excellence advocate who can balance the needs of individual users, alongside building a longer term strategy to providing exceptional service, at scale 

Strong relationship building skills coupled with the ability to develop consensus through reasoned negotiation and commitment to data driven objectivity 

Process and data driven, and extremely analytical 

Great teamwork and collaboration is key 

Remains calm in incident/crisis situations 

Ability to multitask and prioritise your workload with a strong sense of urgency and efficiency in order to bring timely resolution to client service requests 

Ability to perform autonomously 

Have an aptitude for working in a fast-paced start-up culture 

Systems Experience:

Experience working with APIs  

Experienced user of Freshdesk or similar ticketing systems, Jira, Confluence 

Basic to intermediate SQL skills (MySQL, Snowflake, Postgres) 

Knowledge of Agile development methodology 

Experience in documenting and diagraming end-to-end eCommerce payment flows 

Experience in any of the following an advantage: Postman, Excel, Kibana, Grafana 

Responsibilities

Customer Success:

Building out the customer success function from the ground up 

Monitor, analyse and interpret APEXX systems data to identify trends that impact the customer experience and identify inefficiencies before they become reported issues 

Minimise customer churn by maintaining ongoing customer relationships, working hand in hand with our Account Managers, Implementation team and Support team 

Provide customer feedback to the Product team 

Work with customers to establish, track, and report on merchant-specific KPIs 

Work with Account Managers to deliver Merchant Quarterly Business Reviews/Executive Business Reviews 

Collaborate with other teams and take ownership of the coordination of new project launches for live customers 

Collaborate with wider internal teams as required to enhance the quality of the customer lifecycle and realise the APEXX ambition of being the world’s most merchant centric payments provider 

Customer Support:

Lead a team of six Level 1 Support agents to handle and resolve customer requests, problems and complaints, promoting strong team-work attitude and self-sufficiency in Level 1 support procedures 

Ensure that incidents and service requests directed to the APEXX Global Support team are responded to and resolved in line with SLAs 

Help facilitate training sessions for the Level 1 support team and ensure attendance 

Ensuring maintenance notices and any other updates are delivered to customers in line with SLA requirements

Collaborate with and support in the dashboard and alerting model for non-functional and functional reporting that impacts support 

Planning and managing the practice of incidents, working with teams to ensure procedures are in place for varying scenarios, including template communications for internal and external parties, and improving on these procedures according to practice results. 

Working closely with the CTO to ensure Disaster Recovery plans are up-to-date and tested. 

Working closely with SVP Product to ensure the timely delivery of new/adapted support services for additional or changing products, working closely with SVP Operations to ensure all employees and Incident groups are well-trained (and continuously trained/tested) and training/tests have been documented. 

Growth in the role

Build the Customer Operations team as APEXX scales, assisting SVP Operations in global Customer Operations strategy. Natural progression in this role would lead to a Head of Customer Operations / Global Head of Customer Operations.

Perks and Benefits:

Aside from the opportunity to work for a tech-scale up, having great responsibility and varied tasks every day, other benefits includes:

Health: APEXX pension scheme with Scottish Widows offering salary exchange, Life Insurance 4x salary & 5 years' salary protection for critical illness, we care package with access to 24 hour GP's globally, Bike 2 work scheme, Enhanced Adoption, Maternity & Paternity Leave

Enrichment: Learning and development training, with a £300 yearly budget, to strengthen your career and progression, leadership in house training and monthly lunch and learn, where you eat lunch and learn with our guest presenter.

Holiday: 25 days holiday plus bank holidays. We love birthdays! - additional paid holiday for your birthday. Holiday increases a day each year after 3 years with APEXX and have the option to carry 5 days holiday over to the following year.

Work: Complete Flexi working locations & Flexi hours with the opportunity to hot desk from three of our global offices. Our HQ is in the popular Fintech hub of Shoreditch, London, option of working 2 weeks a month abroad! Monthly Fireside Chats and learning programs, Apple Mac Laptop and home equipment provided.

Social: Monthly team outings & incentives. Some of our recent ones include: Yoga, Break Out Rooms, APEXX Quizzes, Wine Tasting, Afternoon Tea's, Golf Tournaments.

About APEXX

APEXX is a dynamic Fintech scale-up founded in 2016 with the goal of creating cutting-edge payment technology. Our vision is to be the payment industry's most merchant-centric provider. Through our platform a merchant can connect via a simple API connection to the world's payment ecosystem, increasing conversion at lower cost and satisfying their entire payments needs. We excel at bringing transparency, efficiency, and competition to the payments market. What's more, we won the 'Most Disruptive Payment Technology' award in 2018 for the second consecutive year. No other company has ever retained this award and it demonstrates that APEXX is at the forefront of what can be achieved in Payments Technology.

The team is incredibly committed and enthusiastic about what we are building - top of the class payments solutions and a valuable business. This is infectious and creates a wonderful office atmosphere. We have a supportive, relaxed yet high-performing, and high trust culture.

Apexx is an equal opportunities employer committed to encouraging equality, diversity, and inclusion among our employees and eliminating discrimination.

We do not accept speculative CVs or candidate profiles from Recruitment Agencies.