Customer Experience (CX) Team Lead at Fupay

Full-Time, CX, Brisbane, AU brisbane full-time
Description
Posted 16 days ago

A little bit about us!

Fupay is a fintech scale-up, proudly based in Brisbane, Queensland!

We help Millennials to Live Large and enjoy their lifestyle by spotting a member’s lifestyle costs or a small amount of cash and providing them the flexibility to pay us back over a small number of pay-cycles, and a marketplace where members can browse products from our Fupay merchants.

Fupay empowers our members to Take Charge of their money by providing them with an automated holistic view of their previous, current and future pay-cycle cash flow. We use a member’s transactional data and machine learning techniques to provide actionable insights, including whether they will have any left over cash or will be short across a number of future pay-cycles.

We are data-driven to power flexible and informed cash flow decisions, and we are re-defining responsible lending for a new generation of customer and short term credit products.

Following 3 years of product development, we have now opened up our platform to everyone, and are seeing a huge amount of interest in our BNPLaaS (Buy-Now-Pay-Later-as-a-Service) offering, which allows large brands to have their own branded BNPL service with our tech under the hood! It’s an exciting time for the business and there is a lot of growth happening now.

A little bit about the CX Team!

Our Customer Experience (CX) Team has been up and running for almost a year now, with half a dozen hard working, fun CX Officers who bring enthusiasm to their roles every day. Our mission is to provide a best in class member experience in every interaction, by listening and understanding our member’s needs and efficiently identifying how we can help. We are now looking for an experienced Team Leader to join us and be part of our journey as we continue to scale.

# IS THIS YOU?

Our ideal candidate for this role has a passion for coaching and development, with previous experience in a Team Leader or similar role a must. A can-do attitude is essential along with a knack for identifying opportunities for improvement, both big and small. At Fupay, we have a saying that some of us may manage people, but we are all on the tools - so despite the job title being Team Leader, the candidate will be someone who isn’t afraid to roll up their sleeves to get the job done!

# MUST HAVES

  • Previous Team Leader experience in CX, Lending or similar, including performance management and development
  • Strong verbal and written communication skills
  • You're a multitasker - you're able to prioritise your time and tasks effectively, have the ability to pick up new systems quickly and have a keen eye for detail
  • Good listening and problem solving skills
  • A passion for customer service and creating better experiences for members every day

# GREAT TO HAVES

  • You are a quick learner, able to absorb and adapt to changes to support our team by being an expert in our product and processes
  • The ability to prioritise tasks and shift focus based on business needs
  • A passion for people and culture
  • Strong reporting skills and the ability to analyse data for insights to identify improvement opportunities
  • Previous experience in Collections

# WHAT YOU’LL DO

  • Coach and develop the CX Team to meet or exceed targets and to ensure ongoing growth and development
  • Manage the day-to-day CX operations to ensure SLAs are being met and we are providing a best in class member experience through all our interactions. This includes, but is not limited to:
  • Queue Management (member interactions, lending requests, social media and reviews)
  • Managing and handling complaints, disputes, chargebacks, cancellations and refunds
  • Escalations and assistance as needed by team members
  • Assisting in queues where/as needed
  • Ensure compliance with processes & procedures and identifying improvements to create efficiencies
  • Oversee and ensure the CX decision making processes and procedures are continually adhered to as the business pivots
  • Communicate and distribute updates and information to team members and stakeholders clearly and in a timely manner
  • Identify and communicate issues or improvement opportunities as part of our continuous improvement framework
  • Monitor and report on results, metrics and team performance
  • Empower, inspire and motivate the team to achieve results and go above and beyond
  • Main a fun and engaging work environment that recognises and celebrates success, however big or small

# WHY FUPAY?

Fupay is a challenging yet really rewarding place to work - we have recently grown to a team of around 50, with a diverse team full of technologists and artists. Our people have a bias for action and a genuine passion for what they do.

Other perks of being a member of the Fu Crew:

  • In addition to our flexible working hours, we embrace a hybrid work model with the only fixed time being your team’s morning stand up
  • Friday team BBQ lunch on the river view deck
  • Attractive salary and career opportunities in a growing company
  • The ability to have a voice to help drive technical decision making
  • Make it your own, build it, ship it, know it, own it
  • Regular social events and a keen focus on company culture

Fupay embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Reach out to us today to join the team!

*No recruitment agencies, thanks.