Director, Client Service

About Us

Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P and more.

About the Role

We seek an experienced Director of Customer Service with a background in fintech and customer support who is responsible for enhancing Rho's competitive edge by promoting exceptional service standards and operational excellence across our global support team. This pivotal role entails overseeing daily operations to ensure consistent, high-quality service delivery, fostering a culture of continuous improvement, and leveraging your deep understanding of customer service within the fintech landscape. You will lead a team of 15-20 Service Associates and 2-3 line managers, improving performance and communication skills while implementing quality assurance processes and managing various operational tasks, including scheduling, planning, hiring, and Zendesk operations. Reporting to the SVP of Customer Experience, you will collaborate closely with cross-functional teams to establish feedback loops that drive enhancements in the client experience. The ideal candidate will be a strategic thinker with a passion for exceptional customer service and a commitment to driving results in a fast-paced fintech environment.

This role is based out of our New York City office 5 days per week. 

Responsibilities

• Team Leadership: Guide and inspire the customer service team to cultivate a high-performance culture.
• Training and QA: Provide ongoing training and development to enhance team skills. Oversee and refine QA processes to uphold service standards while regularly monitoring and evaluating support interactions to identify improvement opportunities and implement corrective measures. Focus on elevating communication skills to ensure effective interactions with US-based clients across phone, chat, and email channels. Create training materials and enhance the internal knowledge base to support effective client communication and issue resolution.
• Protocol and process design: Develop comprehensive runbooks and protocols for consistent and predictable issue resolution.
• Planning, forecasting, and recruitment: Manage team capacity and ensure timely recruitment of new talent globally to meet operational needs. 
• Report on Client Service KPIs and experience trends: Track and report on KPIs such as CSAT, contact rate, deflection rate, first response time, full resolution rate, and resolution time. Advocate for customer interests by analyzing feedback and identifying areas for improvement.
• Operational Excellence: Engage in continuous service design and improvement initiatives to enhance the customer experience and improve team efficiency.
• Customer Experience Advocacy: Analyze customer feedback to advocate for enhancement and identify opportunities for improvement. 
• International Travel: comfort and enthusiasm about traveling to the Rho office in Belgrade, Serbia, 3-4 times a year for facetime with the Belgrade-based team members. 

Qualifications

• Experience: 10+ years of service/support experience, with a minimum of 3 years in a management or leadership role. 
• Industry background: Prior experience in fintech or technology, ideally within a high-growth startup.
• Communication skills: Exceptional verbal and written communication abilities, with a focus on enhancing team members' soft skills.
• QA & training expertise: Strong understanding of QA, documentation, and protocol development. 
• Technical proficiency: Familiar with Zendesk or similar customer support software.
• Organizational skills: Ability to multitask, prioritize, and thrive in a rapidly changing environment. 
• Talent development: experience in hiring, training, and developing customer support professionals.

Our people are our most valuable asset. The salary range for this role is $165,000 - $191,500. Base salary may vary depending on relevant experience, skills, geographic location, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.