Data-Driven Customer Success Manager — Payments

Uloop Inc.; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Ireland Pay is seeking a Customer Service Manager to lead our customer success efforts. You will oversee issue resolution, escalate complex concerns, and analyze feedback to drive continuous improvement. Collaboration with Sales, Marketing, and Product teams will be essential to delivering a seamless customer experience.

The role requires a focus on data-driven decision making, reporting to senior management, and adherence to quality standards to ensure exceptional service levels across channels.

Qualifications

• Customer service experience and problem-solving abilities.
• Ability to manage escalations and drive resolution.
• Data-driven mindset with ability to analyze feedback and trends.

Responsibilities

• Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner.
• Act as an escalation point for complex customer concerns, ensuring prompt and satisfactory resolutions.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Use data-driven insights to improve customer satisfaction and processes.
• Collaborate with Sales, Marketing, and Product teams to ensure a seamless customer experience.
• Provide insights from interactions to inform product and service improvements.
• Maintain accurate records of customer interactions and support activities.
• Prepare regular reports and present performance metrics to senior management.
• Ensure team adherence to company policies, regulations, and quality standards.
• Implement and monitor quality assurance processes to maintain service excellence.

Skills

Customer support

Escalation management

Data analysis

Cross-functional collaboration

Reporting

Quality assurance

Job description

Ireland Pay is seeking a Customer Service Manager to lead our customer success efforts. You will oversee issue resolution, escalate complex concerns, and analyze feedback to drive continuous improvement. Collaboration with Sales, Marketing, and Product teams will be essential to delivering a seamless customer experience.

The role requires a focus on data-driven decision making, reporting to senior management, and adherence to quality standards to ensure exceptional service levels across channels.