Team Leader Customer Support
Moneyfarm, Italy
Job Description
Who we are
We’re a pan-European digital wealth manager with 90.000 active investors (growing fast!) and over 2.5 billion invested on our platform. With 200+ people across 3 offices in Italy and the UK, we’re supported and funded by Poste Italiane, Cabot Square Capital, Allianz and Mamp;G.
We started in 2011 in Milan with a simple vision - to help more people improve their financial well-being by making personal investing straightforward and accessible through technology. Fast forward a few years, and we’re known as one of the most innovative fintechs headquartered in the heart of London.
Mission
To provide investment solutions and advice to protect and grow client wealth through time.
Our core values
We’ve built our business on three Principles:
- Relationships are our first asset: We’re one team, built on trust, honesty and transparency. We value our relationships above all else
- Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
- Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream.
What this means in practice:
At Moneyfarm, diversity is the foundation of our competitive advantage. We value our employees for who they are their backgrounds, experiences, talents, knowledge and individual differences. This is what makes us better at what we do. To accommodate our different needs and commitments, we offer flexible working to all. Our individual impact and output is what counts most.
Candidates who belong to 'Categoria protetta' (Italian Law 68/99) are more than welcome!
About the role:
- Oversee the day-to-day activities of the customer support team in Italy
- Contribute feedback and insight to the team and company in a structured way to ensure that the company’s decisions are in the best interest of its clients.
- Be an expert in how Moneyfarm works and its processes to be the key point of contact for any customer support representatives’ agent queries.
- Be the first point of contact in any complaint situations that may arise through the customer support team, helping to mitigate any serious complaints.
- Be constantly monitoring the team’s performances and be on the lookout for any operational changes that can be made to improve efficiency and meet the team targets, and report the KPIs.
- Assist with developing plans for customer service activities to achieve satisfaction targets.
- Provide support to all other departments with customer service and related issues.
- Proactively identifying opportunities for Moneyfarm to provide additional value to customers during interactions and escalating relevant opportunities to investment consultants.
- Passing on customer feedback to team members and escalating issues to relevant departments.
- Encouraging learning opportunities in the team and motivating team members to take responsibility for their learning, conducting 1-2-1s with the team to maintain well-being and performance and hold complete records relating to training, performance, competence and personal development plans for all team.
- Contribute to team training, coaching and development and onboarding new hires.
- Maintains quality assurance that measures acceptable standards, including phone, email and chat monitoring and processing.
- Assist in the interviewing and hiring process of new CSRs.
- Set an example for team members of commitment, customer service activities, work ethics and habits and personal character displaying the MF values.
- Keep the team updated on any changes relating to the CSR department or team via meetings and Slack.
Requirements
- 5 years of experience of working in a customer service role, of which at least 2 year in a managerial role (preferably in retail banking and insurance)
- CRM tools knowledge (eg. Salesforce) is highly recommended
- Fluent in English (written and spoken) and italian
- Passionate about customer service and willing to go the extra mile to ensure a high level of customer satisfaction
- Confident and with exceptional verbal communications skills
- Comfortable in working in team and interacting with other colleagues
- Interest in wealth management and technology
Please send your CV in English.