Client Operations Lead

is the leader in AP Payments as a Service, the leading embedded payments approach for business-to-business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers' accounts payable and procurement software.

Our vision is a world in which finance leaders only have to decide "what" to pay- Finexio's software seamlessly handles the "how" and the "when".

We are growing revenue over 100% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.

The Client Operations Lead is a hybrid position (Transactional Monitoring and Operational Efficiency & Customer Support and Service) while serving in a day-to-day mentoring and team leadership capacity.

Implement and oversee robust transactional monitoring systems to ensure compliance with regulatory standards, while optimizing operational processes to enhance efficiency, and improve overall service delivery.

Provide exceptional customer support by addressing inquiries, resolving issues promptly, and ensuring a positive customer experience, while continuously seeking opportunities to improve service quality and efficiency.

This is a fast-paced environment, and this job requires the ability to adapt to a changing environment. The ideal candidate will have client operations experience within the financial sector and an understanding of accounting. If you live to make customers happy and successful, you may be the right person for this job!

• Bachelor's degree in business or marketing/communications or equivalent work experience.
• 3+ years' experience in technology-related business, customer contact experience preferred.
• Knowledge of banking and payment-related products preferred
• 3+ years in a team lead capacity is strongly desired
• 1+ year in accounts payable as a service or similar financial industry
• 1+ years in reporting and dashboard development desired
• Experience with Salesforce and Zendesk preferred
• Project management experience preferred

In your overflow capacity as a Client Operations Lead:

• Drive the success of Finexio's customers through delivery of best-in-class program management, customer support and training services
• Answer incoming phone calls, chats, and email in omni-channel support environment
• Develop strong knowledge of the accounts-payable processes and pain points.
• Focus on what the customer wants and needs and effectively communicate that to our team so that we can better serve our customers
• Maintains an understanding of customers' immediate, short, and long-term business needs to protect, retain, and increase revenues
• Inform product/sales of customer needs/requests
• Develop and maintain a strong working knowledge of Finexio's solution
• Provide creative ideas to customers' challenges and opportunities
• Work to resolve customer inquiries promptly
• Facilitate the collection of information and documents as needed from the customer to ensure a successful program.
• Educate customers on best practices and processes
• Provide product training and documentation to customers
• Work, cross-functionally as needed, to ensure the resolution of case inquiry is seamless
• Build strong, positive relationships with client base
• Assist team in resolving Level I and Level II tickets as needed

• Resolve Escalated Tickets

• Resolve tickets identified as needing a higher level of product and troubleshooting knowledge
• Track progress for tickets escalated to level 3 and product development teams
• Clearly and thoroughly document details of ticket requests and resolve them such that other team members can seamlessly understand the history of the ticket

• Lead training of new Client Operations Associates
• Directly lead a team of 2+ Operations Associates
• Assist team with daily support questions/issues
• Assess team performance and coach team members via regular Quality Assurance reviews and other mentoring events
• Follow up with customers regarding survey feedback and report results to the Finexio organization as appropriate
• Provide the team with information about recent developments, programs, and policy changes
• Review and maintain knowledgebase (Zendesk and Confluence)
• Deliver Customer Support process training to other areas of the business, as needed

• Excellent written and verbal communication skills.
• Strong Attention to Detail.
• Goal-driven and results-oriented.
• Must show empathy and take accountability in all that you do.
• Ability to multi-task and stay organized while maintaining a pipeline of projects/follow-up.
• Ability to manage and maintain complex multi-step processes.
• Highly collaborative with clients and internal partners to achieve business goals.
• Natural relationship building- will need to develop both internally and externally.
• Successful time management and work prioritization.
• Ability to anticipate client needs and develop plans to address them promptly.
• Experience working with Microsoft Office Suite, Google.

Why You'll Love Working at Finexio:

• Culture: We are a humble, client-first team that is focused on collaborative data-driven success.
• Speed: We move fast, love new ideas and give you the opportunity to push your limits.
• Growth: We are expanding rapidly into new markets, launching new services and creating a world-class company

What We Offer:

• The chance to work in a fast-paced start-up environment with experienced industry leaders
• An environment where you can dive deep into the latest technologies and make a real, measurable impact
• Employee Engagement - Quarterly virtual team building activities and monthly team lunches
• Competitive salary and stock options
• Medical, dental, and vision
• Unlimited Vacation Policy