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To democratise investing & empower everyone to make better investing decisions
Customer Experience Lead
Location
Philippines
Posted
77 days ago
Salary
0
Seniority
Senior
Job Description
Customer Experience Lead
Simply Wall St
• Own the CX strategy for individual investors and senior B2B clients alike. • Partner with our Support Manager in the Philippines to introduce AI-driven automation, optimise workflows, and shift the team toward high-value interactions. • Lay the foundations for a scalable B2B Customer Success capability, focusing on retention, engagement, and value realisation. • Design structured 7, 30, 60, and 90-day onboarding journeys that turn new sign-ups into power users. • Own the support experience across chat and email, driving metrics like CSAT and resolution speed. • Implement modern tech solutions, including AI-driven deflection and help centre optimisation, to reduce manual work. • Provide strategic direction to our offshore team, identifying coaching and quality improvement opportunities. • Develop frameworks and strategies for churn reduction, retention, and B2B revenue growth. • Build direct relationships with key B2B stakeholders to ensure they are realising maximum value from our platform. • Act as the "Voice of the Customer" internally, collaborating with Product, Engineering, and Marketing to remove friction points. • Use data and dashboards to track customer health and inform product development. • Work closely with Product and Marketing to ensure customers clearly understand and realise the value of the platform. • Own the customer tech stack and ensure tools are effectively utilised. • Identify opportunities to better leverage existing systems and introduce new technologies where needed. • Develop dashboards and reporting to track customer health, retention, and support performance. • Use data to inform decisions and continuously optimise the customer experience.
Job Requirements
- Experience leading customer support and/or customer success in a SaaS environment.
- Strong understanding of SaaS metrics (e.g. churn, LTV, activation, retention).
- Experience managing offshore or distributed teams.
- Familiarity with modern support and success tools, including AI-driven platforms.
- Solid understanding of investing concepts and financial markets, either through professional experience, fintech exposure, or personal investing or willingness to learn.
- Ability to confidently engage with customers on video calls, email and chat around using an investing platform.
Benefits
- Flexible Remote Working: Work where you are most productive;
- Simply Stop: Time is one of the most valuable commodities, so we stop working early on Fridays;
- Share Club: We provide a subscription to SWS, cash for you to invest & regular sessions to discuss stocks and investment ideas;
- Parental Leave Policy: With a supportive return to work option;
- Learning & Development Fund: We invest in your growth;
- Team Events & Hackathons: An opportunity for everyone to come together and push what is possible.
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