Customer & KYC Manager

The Customer Operations Manager will lead a team of Customer & KYC Representatives and Specialists in Riga and work closely with the London team to scale, optimize, and create sustainable operational processes. The role is vital to the successful delivery of the company's objectives and ensuring support for customers' journeys from day one. The ideal candidate is passionate about customer support and KYC, has experience managing teams, and is a leader and teacher. The job offers a learning budget, equity, and flexible working arrangements.

• Lead and develop the Customer Operations team to deliver exceptional customer service
• Set tactical goals at individual and team level to achieve objectives and key results
• Obsess over analytics to identify ways to deliver ambitious performance metrics
• Liaise and work closely with other stakeholders in the business to improve cross-functional processes
• Undertake periodic reviews of Customer Operation systems and processes
• Actively drive the agenda to put forward the needs of customers and streamline processes to reduce effort and enhance customer experience
• Lead on Incident Management
• Research new tools to further improve customer experience
• Keep abreast of new technologies and best practices in the industry to ensure that GoCardless is always ahead of the curve
• Actively involved in the Recruitment and Onboarding process
• Passionate about Customer Support and KYC
• Prior experience of managing KYC or Customer Support teams
• A leader and a teacher
• Experience in creating and nurturing high-performing teams
• Love solving problems and can adapt quickly to change
• Heaps of initiative, enthusiasm, and patience

• Prior experience of managing KYC or Customer Support teams
• Passionate about Customer Support & KYC
• Ability to lead and develop a team to deliver sensational customer service
• Setting tactical goals at individual and team level to achieve objectives & key results
• Obsessing over analytics to identify ways to deliver ambitious performance metrics
• Liaising and working closely with other stakeholders in the business to improve cross-functional processes
• Undertaking periodic reviews of Customer Operation systems and processes
• Actively driving the agenda to put forward the needs of our customers
• Leveraging every opportunity to streamline processes to reduce effort and enhance customer experience
• Actively involved in the Recruitment and Onboarding process
• Leading on Incident Management
• Researching new tools which will further improve customer experience
• Keeping abreast of new technologies and best practices in the industry to ensure that GC is always ahead of the curve
• Experience in creating and nurturing high-performing teams
• Initiative, enthusiasm, and patience
• Ability to make smart choices and prioritize well