Director of Customer Support

As the Director of Customer Support at Moniepoint, your primary responsibilities will include building and managing a high-performing customer support function from the ground up, overseeing processes, tools, and performance metrics. You will be in charge of a team of customer support professionals, implementing support tools like Zendesk, and ensuring top-notch training and development for continuous improvement. Additionally, you will collaborate with cross-functional teams to ensure alignment with product and business objectives.

To apply for the Director of Customer Support position at Moniepoint, candidates should have a minimum of 5 years of experience leading customer support teams in the consumer fintech sector, with a strong preference for those with startup or scale-up experience. Proven track record managing remote teams and the ability to build customer support functions from scratch are essential, along with experience using support systems like Zendesk. A hands-on leadership approach characterized by empathy and collaboration is also crucial.

Yes, Moniepoint offers flexible work arrangements for the Director of Customer Support position, allowing candidates primarily outside of London to work remotely. However, candidates should be prepared for occasional visits to the London office, typically 1-2 times per month, as well as quarterly travel to Nigeria for team interactions and training.

Success for the Director of Customer Support at Moniepoint is measured by building one of the best customer support teams in UK fintech. Key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) are crucial for evaluating performance, with the goal of ranking in the top quartile of UK fintechs. Additionally, establishing industry-leading service-level agreements (SLAs) and ensuring operational excellence are critical metrics.

At Moniepoint, the culture is centered on prioritizing employee well-being and fostering a supportive environment where all voices are valued. The company actively encourages collaboration, knowledge sharing, and personal growth. The focus is on building a human-centric workplace that embodies values such as grit, curiosity, and passion while promoting a learning and development-focused atmosphere.

In answering this question, focus on your approach to recruitment, training, and performance management. Highlight specific challenges you faced and how your leadership style fostered team cohesion and excellence, especially in the fintech sector.

Discuss the key performance indicators (KPIs) you’ve monitored, such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and average response times. Relate these metrics to actionable strategies you implemented to drive improvement.

Explain your process for listening to customer feedback, analyzing data, and implementing changes to improve service. Share examples of how you’ve turned negative feedback into opportunities for training and process improvement.

Mention tools like Zendesk or others you have used effectively in managing support tickets and metrics. Discuss how these tools helped enhance efficiency and improve team productivity and customer satisfaction.

Highlight challenges you faced with communication and team dynamics in a remote setting and discuss specific strategies you employed, such as regular check-ins and using technology to maintain a strong team culture.

Discuss your methods for aligning customer support initiatives with broader business objectives, such as regular cross-departmental meetings and collaborative goal-setting that integrates customer feedback into product development.

Share your philosophy on customer service excellence. Emphasize the importance of empathy, timely responses, and proactive service strategies that anticipate customer needs and enhance their overall experience.

Give details about a training initiative you designed, focusing on the objectives, which skills were enhanced, and how it positively impacted team performance and customer satisfaction.

Discuss potential challenges, such as scaling the team effectively while maintaining quality and consistency in service. Outline strategies you would employ to address these challenges proactively.

Express your enthusiasm for the company’s mission and recent achievements in the fintech space. Highlight how your values align with Moniepoint’s culture and your excitement to contribute to a company focused on financial inclusion.