Role Description We are looking for a dedicated Customer Service Manager to support operations and elevate the customer experience. In this role, you will be the driving force behind a culture of excellence, ensuring that every interaction reflects our commitment to high-quality service. This is a pivotal position for a strategic thinker who is passionate about mentoring talent, optimizing workflows, and turning customer feedback into actionable growth strategies for the team. Key Responsibilities - Oversee the daily operations of the customer support team to ensure timely and accurate resolutions. - Mentor, coach, and develop team members through regular performance reviews and feedback sessions. - Establish and monitor key performance indicators (KPIs) such as CSAT, response times, and resolution rates. - Identify bottlenecks in the customer journey and implement process improvements to increase efficiency. - Act as an escalation point for complex technical issues or high-priority customer concerns. - Collaborate with cross-functional departments to advocate for the customer and influence product improvements. - Manage the recruitment and onboarding of new support staff as the team scales. Qualifications - 3+ years of experience in a Customer Service Management or Leadership role. - Proven track record of managing remote or distributed teams. - Exceptional communication skills with the ability to convey empathy and clarity. - Strong analytical skills with experience using data to drive decision-making. - Proficiency with modern help desk software (e.g., Zendesk, Salesforce, or Intercom). - Demonstrated ability to remain calm and decisive in high-pressure situations. - Experience in a fast-growing startup or SaaS environment. - Deep understanding of customer retention strategies and churn reduction. Benefits - 💰 Competitive salary based on experience - 🌎 Fully remote role with a flexible work environment - 🚀 Work with a growing logistics company in a high-demand industry - 📈 Long-term career growth with operational and customer success exposure - 🎯 Hands-on role with real impact on day-to-day business operations

Role Description - Customer Relationship & Journey Ownership - Act as the primary operational point of contact for customers post-sales handover - Build strong, trusted relationships with client stakeholders and guide them through implementation and onboarding - Navigate customers through their experience lifecycle, ensuring smooth adoption and engagement - Become a trusted advisor who translates business needs into effective implementation outcomes - Manage and strengthen relationships to support retention, satisfaction, and long-term success - Implementation Coordination & Delivery Oversight - Coordinate HRIS and Payroll implementation consultants and track delivery milestones - Manage the handover from Sales into Implementation, ensuring clarity on scope, timelines, and expectations - Oversee implementation governance including status tracking, risk identification, issue resolution, and reporting - Ensure alignment across internal teams including Implementation, Payroll, Product, Engineering, and Customer Success - Support implementation readiness and ensure customers provide required inputs for successful go-live - Customer Enablement & Adoption - Train customers on HRIS and payroll processes and platform usage - Drive product adoption with a focus on long-term customer value and success - Lead customer interactions with a growth and value-realisation mindset - Support go-live and early lifecycle stabilisation - Act as a problem solver, helping customers overcome operational challenges - Data, Insights & Problem Solving - Use data to assess customer health, identify risks, and surface opportunities - Synthesize insights into clear, actionable recommendations for stakeholders - Support decision-making by identifying trends, risks, and opportunities across accounts - Cross-Functional Collaboration & Growth Enablement - Collaborate closely with Account Executives, Customer Success Managers, Onboarding Managers, Product, and Support teams - Act as the voice of the customer, sharing structured feedback with Revenue and Product teams - Identify expansion opportunities and refer appropriately to Sales teams - Contribute to improving customer journey processes, playbooks, and delivery standards - Maintain the day-to-day operational relationship with the client’s Partner Management team, ensuring strong alignment, communication, and collaboration across all delivery workstreams Qualifications - 1–3+ years of experience in Customer Success, Operations, Support, Consulting, Implementation, or similar customer-facing roles - Experience in fast-growth startups, payroll/HR tech/SaaS, consulting, or similarly complex environments - Strong stakeholder management and coordination skills across multiple parties - Ability to manage competing priorities in fast-paced environments - Strong analytical mindset with ability to translate data into insights - Excellent communication skills with senior stakeholders - Highly collaborative, proactive, and execution-oriented - Comfortable working in ambiguous environments - Strong track record of achievement and progression - Fully proficient in English Company Description Dear recruiters there is no need to edit this.

Role Description We're looking for a Relationship Manager to join our Customer Success team. You'll manage a portfolio of enterprise customers, helping them achieve long-term success with IXOPAY by driving adoption, retention, renewals, and growth. As a trusted advisor, you'll build strong relationships, identify opportunities, and help customers maximize the value of our platform. - Manage a portfolio of customers, building trusted relationships with business and technical stakeholders. - Guide customers throughout their lifecycle, from onboarding and adoption through renewal and ongoing success. - Proactively identify retention risks and growth opportunities through upselling, cross-selling, and increased platform adoption. - Partner with customers to understand their business goals and recommend solutions that improve payment performance, reduce costs, and streamline operations. - Advocate for customer needs by partnering with Product, Engineering, and Sales to help shape future platform enhancements. - Monitor customer health using adoption, platform usage, support trends, and commercial KPIs such as NRR and GRR. - Coordinate with internal teams to resolve customer questions and escalations, ensuring a consistently excellent customer experience. Qualifications - 3+ years of experience in a customer-facing role such as Relationship Manager, Customer Success Manager, Technical Account Manager, or Account Manager. - Experience in SaaS, FinTech, payments, or another technology-driven environment. - Excellent communication, relationship-building, and stakeholder management skills. - A consultative approach with strong analytical and problem-solving abilities. - Experience supporting customer retention, renewals, or account growth. Requirements - Knowledge of payment gateways, merchant acquiring, payment orchestration, or related payment technologies. - Experience working with enterprise customers. - Familiarity with customer success metrics such as NRR, GRR, and product adoption. Benefits - Competitive salary and benefits - Professional growth and development opportunities - A collaborative, international team environment - Medical, Dental, and Vision Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance - Unlimited Paid Time Off and Paid Holidays - 401(k) Plan with Employer Match

• Own and manage the US & ROW promotional calendar across email, push, and newsletters, ensuring a strong mix and consistent delivery of campaigns. • Plan, build, and execute all US & ROW CRM communications, including briefing, scheduling, deployment, and performance analysis. • Support the delivery of targeted campaigns (e.g. Student Beans and other tactical sends) to drive engagement and commercial performance. • Lead the US CRM testing roadmap, running A/B tests and sharing insights, learnings, and recommendations with the wider team. • Produce regular performance reporting (weekly and monthly), identifying trends, optimisation opportunities, and future test ideas. • Collaborate closely with CRM and wider marketing teams to share best practices, provide feedback, and contribute to a positive, high-performing team culture.