Libertex Group Overview
Established in 1997, the Libertex Group is an international powerhouse with over 25 years of financial markets expertise.
Over the years, the Libertex Group has helped shape the online trading industry by merging together innovative technology, market movements and digital trends. This was made possible with the introduction of Libertex, the multi-awarded online trading platform with which anyone can access the market and invest in stocks or trade CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others.
Libertex is the Official Online Trading Partner of FC Bayern, bringing the exciting worlds of football and trading together.
The Libertex Group in Numbers:
• 25+ years of fintech experience
• 3M+ clients worldwide
• 700+ employees
• 40+ international awards (for Libertex)
• 300+ tradable assets (through Libertex)
The Libertex Group is constantly driven by a single passionate purpose to tirelessly work on developing amazing fintech for people who simply want to have ‘more’ in their lives.
Job Overview
We are currently seeking a dynamic and experienced Global Head of Customer Success to enhance our customer care quality and service through process enhancements. In this role, you'll oversee worldwide Customer Success teams, comprising 50+ employees, and bring a clear vision for structuring Support and Success functions while driving innovation and automation.
Your primary focus will be on boosting client satisfaction and retention through efficient communication strategies and process optimization. If you're a results-oriented leader passionate about elevating customer experiences through innovation and automation, apply now and join us in delivering top-tier global customer success.
Main Responsibilities
- Design and introduce the best practices in building Customer Success as a business process.
- Lead the versatile Customer Support teams, providing service on 15+ languages.
- Develop and track KPIs, analyse data to identify trends, opportunities, and areas for improvement like response times, first-contact resolution, and overall customer satisfaction.
- Implement a process of a seamless handoff of a customer between Customer Support, and Success departments.
- Collaborate with Products, Data Science, Business analytics and IT teams to increase product adoption and decrease customer churn rate.
- Contribute to the development of support automation in email, text communication, help desk portals and voice calls. Raise current automation results.
- Utilise new automation processes, BI tools and CRM to track customer interactions, manage accounts, and generate insights for personalised customer engagement.
- Launch the process of collecting versatile customer surveys and feedback. Run products improvement backlog from the customer success perspective.
Requirements
- Degree in Business Management or any other relevant field.
- At least 5 years of experience as a Head of Customer Success in a FinTech or Financial Services company, including at least 3 years in a leadership role with hands-on experience managing international and remote teams.
- Fluent in English language is a must.
- Additional languages will be considered as an advantage.
- Proven ability to build, motivate and lead a high-performing team.
- Strong project or product management skills, ability to balance multiple projects simultaneously.
- Proactive mindset, with a commitment to delivering exceptional customer service and driving customer success.
- Experience in customer support automation. Launching omni channel communication strategies, knowing AI based solutions will be a plus.
- Strong analytical skills, ability to proceed massive data.
- Understanding CustDev area, how to organise well-structured customer surveys and generate actionable insights.
- Knowledge in in UX, preferably in the FinTech industry will be considered as an advantage.
- Excellent communication skills and demonstrated ability to work in cross-functional environment.
Benefits
- Work in a pleasant and enjoyable environment near the Montenegrin sea or mountains.
- Quarterly bonuses based on Company performance.
- Generous relocation package for the employee and their immediate family/partner.
- Medical Insurance Plan with coverage for the employee and their immediate family from day one.
- 21 working days annual leave + 14 days of public holidays.