Head of Customer Service & Operations

Executive Team · Sydney, New South Wales
Department Executive Team
Employment Type Full time
Minimum Experience Executive

Head of Customer Service & Operations


About Ezypay

Ezypay is a multi-award-winning Fintech company established in 1996, specialising in the provision of subscription and recurring direct debit payments.

With offices in Australia, New Zealand and Malaysia, Ezypay has processed over $3 billion worth of subscription payments in 9 countries across the Asia Pacific region (Australia, New Zealand, Malaysia, Singapore, Philippines, Hong Kong, Taiwan, Thailand, and South Korea) and we’re continually expanding.

The Role  

As the Head of Customer Service & Operations you will be responsible for the support experience that Ezypay’s partners, merchants and customers receive. You will lead and manage a diverse team of customer support, technical application support and merchant operations team members, supporting our custom billing platforms, across multiple countries and time zones, through an omni-channel experience. Your primary objective is to drive consistent & excellent customer service.  

Reporting to the CEO and as part of the Executive team at Ezypay; you will have a combination of leadership and strategic planning skills. Furthermore, you’ll have the ability to roll up your sleeves and play a direct part in improving our customer experience.   

Main Responsibilities  

  • Lead, train and manage a growing support team across Australia and Malaysia 
  • Ensure great customer service is provided to our partners, merchants, and customers in a timely and efficient manner 
  • Establish and regularly review customer service standards (CSAT) 
  • Liaise with inter-departmental managers to improve operational and business processes  
  • Ensure business risk and compliance obligations are managed through effective merchant onboarding, billing & settlement operations
  • Ensure an adequate resources and process plans are in place to meet company objectives 
  • Ensure processes are documented and evaluated on a regular basis 
  • Provide regular reporting to the CEO and Board as required  

 

Requirements  

  • Minimum 5 years experience in managing a contact center or operations team in a similar environment (Fintech or payments industry experience strongly preferred) 
  • Understanding and experience within Technical Support environments (ITIL or similar experience highly regarded)
  • Ability to demonstrate strong leadership and effective communication across multiple countries 
  • High level of attention to detail 
  • Strong problem-solving skills 
  • Strong time management skills 
  • Proficiency in Customer Service Technologies (Zendesk, Jira, AWS Connect) 

Benefits

  • Flexible working arrangements and work-life balance
  • An ability to make a key difference to the business
  • Modern office located in the heart of Chatswood

 

Thank You

Your application was submitted successfully.

  • Location
    Sydney, New South Wales
  • Department
    Executive Team
  • Employment Type
    Full time
  • Minimum Experience
    Executive