ABOUT QUADPAY

At QuadPay, we’re here to simplify, streamline and automate how you pay and save every day by offering fast, fair and seamless payment solutions online and in-store. As a business, we strive to be unlike others in the industry as we continue to help businesses grow by offering a best in class product, driven by the most innovative teams in the industry. 

Recent global changes and advancements have meant relentless product innovation, in the goal to be the next generation of payments.

We’re people, just like you who think purchasing shouldn’t be so inflexible!

We are currently in hyper-growth phase and as such are looking to grow teams in almost every department in the company - come change the industry with us, and love coming to work every day.

We’ve built an amazing culture at QuadPay and in a short space of time (since 2017), our teams are proud to work hard to provide innovative solutions to our valued customers and partners. Our values are in everything we do, and are as diverse and as inclusive as our global workforce. These include but are not limited to: Customer First, Own It, Raise the Bar, Stronger Together and Change the Game!

QuadPay is part of Zip Co (ASX:Z1P).

QuadPay is seeking a Manager of CX Support to join our growing Customer Experience team to bolster our domestic and global growth. You will partner with our core CX Team across all locations to share best practices and business insights and will support their success by enabling them to be more strategic and efficient. 

As a Manager of CX Support at QuadPay, you will also have the opportunity to work closely with our engineering and product teams to develop new products, features, and improve and enhance the platform's functionality.

What You'll Do:

• Lead and manage the Customer Support and CS Operations teams
• Develop and maintain efficient and scalable processes 
• Oversee management of third party call centers and scope staffing requirements to ensure best in class service levels
• Select and implement additional third party partnerships to manage CS inbound overflow
• Lead and drive team metrics, including but not limited to NPS, CSAT, CES while ensuring SLA’s and KPI’s are being met 
• Direct and further develop training and product knowledge curriculum in partnership with internal L&D teams
• Ensure high functioning Customer Support team and a best-class customer experience
• Work with the People to evolve CX development programming for team growth

You Should Have:

• 8+ years in Customer Support, or relevant next generation Call Center experience with a digitally driven company, ideally with an omni-channel business model supporting voice, chat, ticketing, messaging, and social 
• 5+ years of experience directly managing large teams of over 50+ people including remote and outsourced workforces
• Proven track record of success in building large teams and maintaining SLAs
• Experience managing outsourcing partners reporting, billing, and forecasting as well as in-house support teams to ensure maximum coverage
• Strong process improvement and operational excellence skills
• Passion for customer experience and customer service, leading with skill and empathy
• Experience managing in fast-paced, high-growth environments with experience forecasting for growth
• Superior operational skills in Zendesk, Explore reporting, Intercom messaging, voice tools, PowerBi and G-suite
• Complaint resolution and previous experience in responding to regulatory bodies such as BBB and the ability to drive action from insights gained from these sources.
• The ability to work in our NY office when we reopen (preferred but negotiable)

Technology is changing the way people interact with the world and we’re bringing that revolution to the way people shop and transact. We allow shoppers to buy anywhere, at anytime - and pay in 4 interest-free, automatic installments over 6 weeks. You get the product right away and QuadPay will pay the merchant upfront. 

We're looking for someone who can join our high-functioning team of passionate support professionals and we value a range of diverse backgrounds, experiences, and ideas. We pride ourselves on diversity and creating an inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.

We're growing very quickly and always looking for talented people to join our team and help transform the way consumers shop and pay!