Client Operations Lead

Finexiois the leader in AP Payments as a Service, the leading embedded payments approach for business-to-business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers’ accounts payable and procurement software.
Our vision is a world in which finance leaders only have to decide “what” to pay- Finexio’s software seamlessly handles the “how” and the “when”.
We are growing revenue over 100% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.
TheClient Operations Leadis a hybrid position (Transactional Monitoring and Operational Efficiency &
Customer Support and Service) while serving in a day-to-day mentoring and team leadership capacity.
Transactional Monitoring and Operational Efficiency:
Implement and oversee robust transactional monitoring systems to ensure compliance with regulatory standards, while optimizing operational processes to enhance efficiency, and improve overall service delivery.
Customer Support and Service:
Provide exceptional customer support by addressing inquiries, resolving issues promptly, and ensuring a positive customer experience, while continuously seeking opportunities to improve service quality and efficiency.
This is a fast-paced environment, and this job requires the ability to adapt to a changing environment. The ideal candidate will have client operations experience within the financial sector and an understanding of accounting. If you live to make customers happy and successful, you may be the right person for this job!
Requirements
Bachelor’s degree in business or marketing/communications or equivalent work experience.
3+ years’ experience in technology-related business, customer contact experience preferred.
Knowledge of banking and payment-related products preferred
3+ years in a team lead capacity is strongly desired
1+ year in accounts payable as a service or similar financial industry
1+ years in reporting and dashboard development desired
Experience with Salesforce and Zendesk preferred
Project management experience preferred
What You’ll be doing
In your overflow capacity as a Client Operations Lead:
Drive the success of Finexio’s customers through delivery of best-in-class program management, customer support and training services
Answer incoming phone calls, chats, and email in omni-channel support environment
Develop strong knowledge of the accounts-payable processes and pain points.
Focus on what the customer wants and needs and effectively communicate that to our team so that we can better serve our customers
Maintains an understanding of customers’ immediate, short, and long-term business needs to protect, retain, and increase revenues
Inform product/sales of customer needs/requests
Develop and maintain a strong working knowledge of Finexio’s solution
Provide creative ideas to customers’ challenges and opportunities
Work to resolve customer inquiries promptly
Facilitate the collection of information and documents as needed from the customer to ensure a successful program.
Educate customers on best practices and processes
Provide product training and documentation to customers
Work, cross-functionally as needed, to ensure the resolution of case inquiry is seamless
Build strong, positive relationships with client base
Assist team in resolving Level I and Level II tickets as needed
Resolve Escalated Tickets
Resolve tickets identified as needing a higher level of product and troubleshooting knowledge
Track progress for tickets escalated to level 3 and product development teams
Clearly and thoroughly document details of ticket requests and resolve them such that other team members can seamlessly understand the history of the ticket
In your capacity as a team lead:
Lead training of new Client Operations Associates
Directly lead a team of 2+ Operations Associates
Assist team with daily support questions/issues
Assess team performance and coach team members via regular Quality Assurance reviews and other mentoring events
Follow up with customers regarding survey feedback and report results to the Finexio organization as appropriate
Provide the team with information about recent developments, programs, and policy changes
Review and maintain knowledgebase (Zendesk and Confluence)
Deliver Customer Support process training to other areas of the business, as needed
Experience Desired
Excellent written and verbal communication skills.
Strong Attention to Detail.
Goal-driven and results-oriented.
Must show empathy and take accountability in all that you do.
Ability to multi-task and stay organized while maintaining a pipeline of projects/follow-up.
Ability to manage and maintain complex multi-step processes.
Highly collaborative with clients and internal partners to achieve business goals.
Natural relationship building- will need to develop both internally and externally.
Successful time management and work prioritization.
Ability to anticipate client needs and develop plans to address them promptly.
Experience working with Microsoft Office Suite, Google.
Benefits
Why You’ll Love Working at Finexio:
Culture:
We are a humble, client-first team that is focused on collaborative data-driven success.
Speed:
We move fast, love new ideas and give you the opportunity to push your limits.
Growth:
We are expanding rapidly into new markets, launching new services and creating a world-class company
What We Offer:
The chance to work in a fast-paced start-up environment with experienced industry leaders
An environment where you can dive deep into the latest technologies and make a real, measurable impact
Employee Engagement – Quarterly virtual team building activities and monthly team lunches
Competitive salary and stock options
Medical, dental, and vision
Unlimited Vacation Policy
Compensation:
$60,000- $75,000 + equity.