Fraud Customer Support Manager (3810)

As a Fraud Customer Support Manager at GBG, you will oversee the performance of the Customer Support team while ensuring the highest level of support for customers. Your responsibilities include recruiting and managing a remote and local team, liaising with stakeholders on incident updates, monitoring team progress, and promoting a positive, customer-centric environment.

To be successful as a Fraud Customer Support Manager at GBG, you should possess strong leadership capabilities, experience in stakeholder management, and a proven track record in managing Tier 1 and Tier 2 support functions. Additionally, an understanding of the ITIL framework and a commitment to providing exceptional customer service are essential.

GBG maintains excellent customer service in the Fraud Customer Support team by implementing best practice processes for incidents and requests, achieving KPIs and SLAs, and actively engaging with customers for feedback. Managers promote knowledge transfer and continuous improvement to ensure customers are consistently satisfied with the support they receive.

Experience in a fast-paced organization leading customer support or technical operations is highly valued for a Fraud Customer Support Manager role at GBG. Proven accomplishments in managing teams and resolving incidents effectively, along with familiarity with customer service best practices, are essential for this position.

At GBG, we believe in fostering growth for our employees. As a Fraud Customer Support Manager, you will have access to mentorship opportunities, training sessions, and resources to enhance your leadership abilities and technical expertise, empowering you to succeed in your role and beyond.

When answering this question, highlight specific instances where you successfully led a customer support team, detailing the size of the team, your leadership style, and the outcomes achieved. Emphasize your strategies for maintaining high morale while meeting challenging KPIs.

Discuss your approach to prioritizing escalations, focusing on assessing the impact and urgency of each issue. Share examples demonstrating your decision-making process and communication with customers and stakeholders during high-pressure situations.

Mention key performance indicators such as Net Promoter Score, customer satisfaction ratings, resolution time, and first contact resolution rate. Explain how you use these metrics to evaluate team performance and areas for improvement.

Describe your methods for tracking SLAs, implementing best practices, and setting clear expectations with your team. Highlight your experience in coaching and guiding team members to prioritize customer satisfaction within the agreed metrics.

Share a specific example detailing the process you improved, the rationale behind it, and the results achieved. Emphasize your role in implementing changes and how it positively impacted customer satisfaction and operational efficiency.

Discuss your techniques for fostering a positive work environment, such as recognizing achievements, encouraging collaboration, and offering opportunities for professional development. Share examples where your leadership has significantly boosted team morale.

Elaborate on how you proactively communicate with stakeholders, regularly providing updates and addressing their concerns. Discuss your experiences that demonstrate successful relationships with internal and external partners in your previous roles.

Detail the steps you take when addressing customer complaints, including active listening, empathy, and a focus on resolution. Share your success stories about turning around a customer experience and the tactics you employed.

Explain your understanding of ITIL principles and how you have applied them in previous roles to enhance the quality of service delivery and improve processes. Discuss specific ITIL practices that have proven beneficial in managing incidents and problems.

Convey your passion for customer service and how GBG’s mission resonates with you. Share your belief in the importance of creating secure digital environments and how your experience aligns with the role to make meaningful contributions.