Reporting line: Head, Customer Solution
Location: Remote
Job type: Full-time
At Pesa, we are making cross-border payments simple, fast & reliable for individuals & businesses across emerging markets; providing tools that power economic freedom. We are on a mission to localize the global money transfer experience and data is at the heart of this mission.
Currently seeking to hire an exceptional Customer Success Manager who would make our mission possible.
Here's how you will be contributing
Team Leadership & Management
Supervise and manage the Customer Success team, ensuring excellent service delivery
Develop and maintain work schedules to optimize staffing, response rates, and service levels.
Ensure team members are fully equipped with the necessary systems, tools, and applications.
Oversee onboarding, training, and development of new Customer Support Specialists.
Coach team members on interaction handling, customer communication skills, and performance improvement plans (PIP).
Customer Support & Escalations
Monitor customer support interactions and handle escalated cases professionally.
Take over complex or sensitive customer interactions to ensure timely resolution.
Address and resolve customer issues promptly, escalating when necessary to maintain satisfaction.
Customer Advocacy and Success
Monitor customer health and usage metrics.
Translate customer feedback into actionable insights for Product and Engineering teams.
Educate customers on new features, compliance updates, and best practices.
Operational and Financial Performance
Drive the Customer Success Specialists to deliver on success metrics (FRT, CSAT etc)
Handle automation leveraging CS solutions to improve efficiency and service effectiveness
Track KPIs of Customer Success Specialists
Contribute to forecasting and strategic planning of the regional success portfolio
Collaboration & Advocacy
Collaborate with Compliance, Product, and Engineering teams to resolve customer concerns.
Advocate for customers internally by sharing feedback with Product, Marketing, and Engineering teams to improve the user experience.
Skills Required
- Supervise and manage the Customer Success team
- Develop and maintain staffing schedules to meet service levels
- Ensure team members have required systems, tools, and applications
- Oversee onboarding, training, and development of support specialists
- Coach team on interaction handling, communication, and performance improvement
- Monitor support interactions and manage escalated or complex cases
- Monitor customer health and usage metrics and report insights
- Translate customer feedback into actionable recommendations for Product and Engineering
- Drive team to meet CS metrics (FRT, CSAT) and track KPIs
- Implement or leverage CS automation solutions to improve efficiency
- Collaborate with Compliance, Product, Engineering, and Marketing to resolve issues and advocate for customers
- Contribute to forecasting and strategic planning for regional success portfolio
What We Do
Pesa is a globally regulated financial technology company specializing in fast, secure, and cost-effective cross-border payments. The company enables users to send, receive, spend, and convert money across borders with ease, offering a platform for international transfers with zero fees and no hidden costs, focusing on breaking complexity and delays in global money movement.
