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Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.
Further information is available at www.paysafe.com.
The VP strategic Customer Service Optimization is responsible for developing and executing the Customer Service strategy and vision across multiple product lines and locations. The VP Customer Service will lead and transform the Customer Service teams to deliver exceptional customer experiences, drive operational excellence and efficiency, and foster a culture of continuous improvement and innovation.
Responsibilities
- Define and implement the Customer Service strategy and roadmap that aligns with the company's goals and values, based on Paysafe’s corporate, product and COO strategy while always putting the customer first.
- Create consistent, efficient and customer focussed Customer Service capabilities across all product lines and locations.
- Oversee and optimize the performance and development of the Customer Service teams, ensuring that they meet or exceed the quality, efficiency, and customer satisfaction metrics.
- Establish and maintain strong relationships with internal and external stakeholders, including product, engineering, sales, marketing, and senior leadership.
- Identify and leverage best practices, tools, and technologies to optimize the Customer Service processes and systems.
- Drive cross functional process optimization, innovation and transformation initiatives to enhance the Customer Service capabilities and competencies and reduce manual efforts.
- Develop and manage the Customer Service budget and resources, ensuring that they are allocated and utilized effectively and efficiently.
- Ensure compliance with all relevant policies, regulations, and standards.
Requirements
- Bachelor's degree in business, management, or related field. Master's degree preferred.
- 10+ years of progressive experience in Customer Service leadership roles, preferably in a multi-product, multi-location environment.
- Proven track record of developing and executing Customer Service strategies that deliver outstanding results.
- Strong leadership, communication, and interpersonal skills, with the ability to inspire, motivate, and coach diverse teams.
- Exceptional customer focus, with the ability to anticipate and understand customer needs and expectations.
- Highly analytical, data-driven, and problem-solving mindset, with the ability to identify and implement solutions.
- Experience with Customer Service platforms, tools, and technologies, such as CRM, ticketing, chat, voice, email, etc.
- Ability to adapt to changing business needs and priorities, and manage multiple projects and deadlines.
Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.
