**Customer Support Strategy manager**

* CDI

* Barcelona

**Le poste**

**Customer Support Strategy manager**

* CDI

* Barcelona

**Job description**

**About Bling**

Bling is a mobile app that instantly lends our users up to 100 for one month to do whatever they

want. Every month, we help thousands of people to make ends meet, avoid bank overdraft fees, and

to have better visibility on their expenses. All this by keeping a fresh and ethical approach.

**About the Role**

We are looking for an experienced Customer Support Strategy manager full of ideas about building the ideal B2C Customer Support (CS). As were facing exponential growth and entering new countries, we need to scale the CS while maintaining the quality of customer relationships. The CS should also work hand in hand with the other teams (Product, Marketing, Data) as both a contributor of ideas and an internal client.

The foundations have been laid: Zendesk, a chatbot and a team of ~10 awesome people. You will be

supported by the CS Manager, who is in charge of managing the team on a daily basis, while you

focus on strategic improvement. You will report directly to the COO.

If youre passionate about Customer Support and scaling in a high-growth, multinational environment,

then this position is for you!

**Your main responsabilities will be:**

* Be responsible for improving the CS KPIs, such as the number of tickets solved, the average

response time and the satisfaction of the customers who had an interaction with the CS.

* Refine the reporting and, with help from the Data team, scrutinize the data to identify patterns

or anomalies and infer some improvement levers.

* Design and implement a plan to get CS to the next level: use new CS tools (e.g. Zendesk

add-ons, chatbot) and be the point of contact with the providers, suggest changes to the

customer journey, reorganize the team, etc. This may entail writing specifications for the Tech,

Product or Data teams with their help.

* Contribute to the improvement of the app by bringing issues and customer complaints to the

attention of the other teams (especially Product and Marketing). This will be particularly helpful as we enter new countries.

**Conditions**

* Full-time position.

* Based in our amazing offices in Barcelona. Possibility of partial work from home.

* Compensation package based on profile.

**Why join us**

* Embark on an adventure in a highly successful, for-good fintech.

* Join an international, open-minded team that seizes every opportunity to celebrate success.

* See the impact of your work every day.

**Preferred experience**

* 3 years as a Customer Support Strategy Manager, or a similar position.

* Proficiency with reporting tools, either directly in Zendesk or via other data visualization tools.

* Proficiency in English.

* Experience in project management is a plus.