Client Care Manager
Guru Pay is an EMI based in Lithuania with a goal to deliver a personalized boutique service to B2B/B2C customers. Our team is small, yet highly ambitious in delivering high-tier client care.
While handling customer queries is the main priority, we want a senior team member who will not settle for average in anything. Your team leader is excited to involve you in quality assurance and customer satisfaction processes, conduct periodic process reviews and risk assessments and give you a platform to contribute to continuous team workflow improvement. If you have ever worked in a big company, the senior employees would refer to this stage as the Golden Age: a time when the team was small, communication was simple and we skipped the fluff to get things done.
What will you do:
- Support clients via email tickets and phone, own their problems up until the resolution (Mon-Fri 8 AM - 5 PM or 9 AM - 6 PM);
- Recognize when support is not enough and create successful experiences to increase customer loyalty;
- Create and contribute to processes to make a direct impact ASAP;
- Handle tasks delegated by the Team Lead, such as collecting feedback after CSAT, and updating documentation;
- -New tasks incoming- we are small, so we change things a lot. You are a senior, who deserves more responsibility and growth. This is the part where we match expectations with new projects underway!
What we are looking for:
- An experienced professional in fintech client care (LTU and EN languages);
- A proven track record of successfully reaching and achieving KPIs and SLAs;
- Ability to work from Vilnius' office in a hybrid model (3 days a week);
- An ardent customer advocate, who enjoys empathizing and helping others;
- A prospecting thinker, able to identify and execute improvements with high tolerance for chaos;
- Being brave to speak up, argue for change, accept critical feedback and move on to the next task.
What will you get:
- 2 000 - 2 200 € gross monthly, depending on your experience and recruitment feedback;
- 2nd pillar pension fund coverage;
- A day off on your birthday month;
- Learning budget for professional development;
- Hybrid work options between the office in Vilnius and anywhere you desire;
- Workations, health challenges & other types of quality time;
- An attentive and experienced leader who is highly motivated to unlock your full potential.
Hiring process
- 30-45 min technical call with the Team Leader (remote)
- 45-60 min meet up with the Team Leader and Payments Team Leader (live)