Banking today is a painful experience riddled with anxiety. We believe that managing money should not be an uphill battle, but a simple and autonomous experience that makes financial freedom accessible to all.
OnJuno is a cross-border digital banking platform for the US that provides people with an easy way to manage and grow their idle money. We make banking simple, yet beautiful. You will work with us to create banking experiences that will touch millions of people. We are backed by Sequoia Surge, Polychain, and industry-leading executives.
OnJuno is looking for a Head of Customer Support to help us elevate our standards & be responsible for providing excellent support to our customers, you will be responsible for developing training modules for the customer support team and managing the team in India and will work on building an interface between customer support & product team. You will be responsible for developing strategies and tactics to identify fraud patterns and come up with ways to mitigate these. You will be a key part of the core team as we scale our product and users.
6 - 8 years of relevant customer support experience at one or more organizations that catered to the US market.
3+ years of proven management experience in Contact Center Operations, Customer Service/Technical Support or equivalent high-performance operational teams
Manage area(s), or team(s) of company employees with well-defined, limited scope, including directing daily work activities/priorities, people recruitment and development, cost management, and direction-setting within the area of responsibility.
Ensure operational excellence by establishing key metrics and ensuring team goals and contractual commitments are met.
Understanding of new/evolving methodologies/tools/technologies in the CRM, support space.
Understanding in one or more domains/industry including regulations, frameworks, etc.
Work closely with the product team and fraud team to develop training modules as well as interfaces to improve customer experience.
Experience using Zendesk, Intercom or other remote support tools.
Should have a customer-first approach
Should have managed a team of at least 5 people earlier.
Should have experience of catering to queries/complaints from multiple platforms - Intercom, PlayStore, Appstore, TrustPilot, Twitter, etc.
Should have some experience in phone support required as well.
Good To Have
Familiarity with Fintech is a plus
Excellent communication and leadership skills
Prior experience of working in a support function that caters to fraud & risk domain
The latest Macbook you need for your work
Skip the commute and work entirely remote
Health Insurance that covers your family
Workspace Budget - Setup a flexible and comfortable space at home
Learning Budgets - We love to support our employees’ efforts to learn, grow, and improve