VP Customer Delight
✨ AI Summary
Company Overview: Fincra is a payment infrastructure provider tailored for fintechs, platforms, and businesses, enabling secure payment acceptance, global payouts, and cross-border scaling. Our vision is to inspire hope and freedom across Africa.
Role Overview: We are seeking a VP of Customer Delight to strategically oversee our customer experience and support operations. This leader will ensure exceptional service across all markets, fostering a support organization that customers rely on during critical transactions. The role involves spearheading AI integration to enhance operational efficiency while maintaining customer trust.
Main Responsibilities:
- Customer Experience Strategy: Develop and implement the Customer Delight strategy aligned with Fincra's growth goals, establishing service standards and benchmarks.
- Operational Excellence: Manage daily support operations, enforce service level agreements, and ensure proactive communication during incidents.
- AI Transformation: Lead the integration of AI in support operations, including ticket management and predictive issue detection to enhance service quality.
- Customer Engagement: Create retention and advocacy programs while identifying early churn signals.
- Continuous Improvement: Conduct root-cause analyses and collaborate with product teams to optimize support workflows.
- Governance: Oversee support ecosystem architecture, ensuring compliance with data privacy regulations.
- Team Leadership: Build and mentor high-performing support teams, balancing automation with empathy.
Requirements:
- 8+ years in senior management within fintech or regulated industries.
- Expertise in customer experience strategy and AI-enabled workflows.
- Strong understanding of data privacy standards (GDPR, NDPR).
- Advanced degree or certifications preferred.
How to Apply: Interested candidates should submit their applications to join Fincra in delivering unparalleled support experiences across Africa.
