We’re looking for an experienced Team Lead to scale our Customer Support function, develop a strong team and deliver an outstanding customer experience
We’re an international and diverse team of experienced tech, finance and data science specialists, based in London and Paris, at the early stage of our adventure. Our product addresses a massive opportunity - fixing B2B payments. We enable merchants to offer credit terms to their business customers instantly through a frictionless checkout experience. Merchants that have already integrated with us see on average a 40% increase in revenue... and we’re only just getting started.
We already have a list of stellar clients and are scaling rapidly across Western Europe. Our mission is to become Europe’s leading Buy-Now-Pay-Later provider!
About the role
We hire people who are proactive problem-solvers and eager learners. At Hokodo, everyone has the power to drive change and contribute to better products, processes and teams. As Team Lead Customer Support, you will lead a group of Customer Support Associates who help both, our merchants, and buyers to resolve any issues in using our products and services. You will be responsible for building a high-performing team, hiring and developing talent, and driving the continuous improvement of our Customer Support function, enabling us to serve more customers more efficiently.
What You’ll Be Doing
-Hire, manage and develop Customer Support Associates across our London and Paris offices, covering multiple languages
-Manage day-to-day operations of Customer Support, ensuring the team meets SLAs and KPIs for issue resolution and fraud reviews
-Develop and implement best practices for providing effective and efficient support to merchants and buyers, via multiple channels
-Act as a customer champion within Hokodo and raise customers’ pain points and feedback
-Design and implement projects to improve customer experience and scale Support processes, working with other teams like Product, Fraud and Operations
-Manage and resolve customer complaints, ensuring our complaints policies and processes are compliant with regulatory requirements
Who we’re looking for
-Experience managing and developing a team
-You have experience and passion for delivering a high level of customer experience
-You’re able to dive deep into details
-You’re organised, stay on top of your stuff and can be relied upon to get things done
-You stay calm under pressure
-You enjoy problem-solving and coming up with ideas to improve the way things are
-You enjoy working in a high growth environment and adapting to change
-You are a self-starter who likes to take ownership and enjoys autonomy
-Fluent in English, French is a plus
We love what we do and always aspire to be the best at it. We're passionate about making our industry better and aren't afraid of the competition, Hokodo is more than a place to work. We pride ourselves on our culture of down to earth, humble employees who are always willing to go the extra mile to help each other out!
Own the Outcome - We act like owners. We’re committed to our tasks, and take pride in the outcome. We’re proactive. It’s never “not my job”. We don’t hide behind procedures and choose to abide by the spirit not the letter. We are bold, we are brave, and we embrace change in all its forms.
Trust and Build Trust - We are committed to earning and fostering trust through honest communication and deliberate actions. We‘re reliable and do what we say we will do. We support our team and value each other’s time, input, and take local decisions where possible.
Never Be Satisfied - We challenge the norms and act boldly, even if it means failing. We are reflective, always learn from our mistakes, and continuously seek feedback and ways to improve. We are inquisitive and curious. We want to teach and be taught. When something’s not quite right, we crave to fix it. We are not afraid of tough discussions, we’re open to being challenged, and challenge openly.
No Passion, No Point - We bring passion and energy to everything we do. We get a lot done, and we have a good time doing it. We take every opportunity to celebrate our hard work, our wins - and some of our failures too!
Be Genuine (No BS) - We are truthful and honest in our actions. We embrace and respect our individuality and encourage people to speak their mind. We are transparent and committed to doing what’s best for each other, our customers and our company. We show our team members consideration and respect, and always assume good intent. Put simply, we care
What’s in it for you…
We’re offering the chance to really make a difference. The opportunity for personal growth in a fast-moving startup is very real. Your opinion and feedback will be heard and valued. You'll feel a part of a very special family, so we would like you to work from our offices in London or Paris a couple of days a week. We offer a highly competitive salary and benefits package, including share options.