Viva Wallet is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva Wallet's mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. Latest innovations include the Viva.com | Terminal app which turns any smartphone to a card terminal, and Smart Checkout payment gateway that can increase conversion by 21%. An advocate of sustainable cashless economy, Viva Wallet harnesses the power of their disruptive in-house technologies to provide digital payments services in 19 languages and 9 currencies, featuring over 24 payment methods.
We are currently looking to hire a dynamic E-Commerce amp; Technical Support Supervisor to join the Customer Service Operations Unit. The role encompasses several tasks, including leading and monitoring our E-Commerce and POS Technical Support teams, providing product feedback to the corresponding departments, and playing a collaborative role in growing and implementing processes.
What you will do:
- Maintain a high level of customer care performance in the E-Commerce amp; Technical Support team ensuring full implementation of policies and procedures and best working practices
- Provide daily direction and communication to employees so that customers’ cases are resolved in a timely, efficient, and knowledgeable manner Lead the E-Commerce amp; Technical Support team by delegating duties, assigning tasks, and following up with all team members
- Ensure that customer complaints are resolved in a professional manner
- Challenge processes and procedures, identify and implement improvements to enhance customer experience or improve operational efficiency
- Recruit, mentor and develop E-Commerce amp; Technical Support Specialists and nurture an environment where they can excel through encouragement and empowerment
- Design and implement troubleshooting workflows to streamline E-Commerce Checkout and POS technical issue resolution
- Assist in the formulation of targets for individuals and teams
- Ensure a friendly and motivating work environment
- Devise ways to optimize procedures and processes
- Measure the team’s performance with key metrics such as SL, AHT, CSAT etc.
- Evaluate the team members’ interactions and proceed to detailed action plan when needed
- Prepare weekly/monthly/annual results and performance reports
- Ensure adequate capacity planning/workload prioritization across teams
- Handle complex tech issues of important clients/accounts
- Liaise with CS, Technology amp; Product units, to identify and remedy issues and product deficiencies
- Drive improvements, identify process inefficiencies and client experience improvement points
To be considered you should have:
- Proven experience as a tech team supervisor or similar supervisory position in a banking environment;
- A diploma in a Computer Science related field will be considered as a plus;
- Knowledge of performance evaluation procedures;
- Outstanding communication and negotiation abilities;
- A good understanding of the digital banking environment;
- A results-oriented approach;
- Data driven decision making skills;
- Strong interpersonal skills; ability to work with internal partners and leverage internal resources;
- Strong people amp; project management, organizational and planning skills;
- Fluency in Greek and English, both verbal and spoken;
What we offer:
- A competitive salary (based upon your super skills and experience)
- Private medical insurance
- Annual bonus, upon performance
- A smooth onboarding and continuous training on products and new systems
- A great company culture with high integrity, teamworking, transparent communication, and regular feedback to develop further your skills
- A chance to grow within a fast-moving European Fintech Company
If you share our passion and our culture excites you, here is your opportunity to become a genuine ‘’Viva Wallet’’ ambassador! You are only a ‘’click’’ away from your dream job, so apply now and we will be more than happy to contact and learn more things about you!
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