Director of Customer Support-Denizen

BBVA Compass - San Francisco, CA (30+ days ago)3.6


Overview
BBVA is a global financial group with more than 135,000 employees and 67 million customers across 35 countries. BBVA is on a mission to be the world's #1 digital bank and is building the foremost digital banking franchise worldwide.

BBVA’s New Digital Businesses (NDB) team is a global business unit that is disrupting the banking and financial services industry by investing in, partnering with, building, and acquiring fintech start-ups. With offices in Madrid, San Francisco, Hong Kong and London, NDB is a key piece of BBVA’s global innovation initiative. Through NDB, BBVA has acquired Simple (US), Holvi (Finland), and Openpay (Mexico). It owns a substantial stake in Atom (UK). It invests in fintechs like Prosper, Personal Capital, and Coinbase through its venture capital arm, Propel Venture Partners. And it is incubating a number of cutting-edge fintech start-ups including Azlo (SMB banking), Denizen (banking for expats), Covault (digital identity) and Muno (insurtech).
Visit us at https://www.bbva.com/ndb/

About Denizen:
“Your life spans oceans, shouldn’t your money do the same?”

Denizen is founded by expats who know firsthand that living between multiple countries is complicated, but felt managing your global finances shouldn’t have to be. We are a mobile first company, with apps recently launched on both iOS and Android and already reaching customers worldwide.

We have offices in both San Francisco and Madrid

What makes Denizen unique is that as a we are supported by advisors with years of industry experience, and because we are backed by one of the world’s most respected financial institutions, we have a competitive advantage created by the confidence this inspires in potential customers. We have access that an independent startup wouldn’t have - all while having the independence, excitement, and ownership of operating as our own unit.

The Denizen Director of Customer Support will build and lead a world class Customer Support organization that engages customers across the globe with a human voice.
At Denizen, CS owns the Customer Relationship from account approval onward. This includes end to end responsibility for all points of customer interaction including Zendesk, Chat, & phone, to support both technical issues and banking account inquiries.
Responsibilities

Responsibilities:
Act as an Architect - build and manage a best-in-class global, multi-tier support organization across email, chat, and phone, offering 24/7 availability, and Multi-language support capability.
Have a fast track with <1 hr response time.
Oversee the handling of Tier 1 and Tier 2 support functions across the globe, including the transferring of tickets between tiers and offices.
Raise the Bar – work continuously with the team to identify areas for improvement in regards to the systems, processes, policies and procedures - and subsequently the value we are bringing to our customers.
Foster a customer-centric culture focused on finding solutions and delighting customers.
Establish executive-level reporting to track team efficiency and coverage.

Serve as a key stakeholder, working with cross functional teams to build out relevant help resources.
Coach, support and develop talent; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success.
Global Travel up to 25% - As you oversee 2 primary offices in San Francisco, California and Madrid Spain.

Qualifications

Qualifications:
10+ years of customer support and management experience.

Must have experience with Zendesk or Jira.
Strong understanding (4+ years) of support best practices for risk and compliance in customer communications because you come from support in Financial, Banking, Fintech, or another similar industry.
Experience using web-based helpdesk systems for incident management.
You have been a part of (and preferably led) successful scaling of a CS org through a rapid hiring and growth phase.
Experience in fostering broad usage of support forums and knowledge repositories.
Excellent communication skills, including issue tracking, presentation, negotiation, triaging, and crisis management.
You have had success managing a CS group operating across multiple customer language and time zone needs - and you’re willing to do it again. (our offices are in San Francisco and Madrid)
Current Passport with no travel restrictions for EU.
Been there done that - and you wrote the training manual, standardized messaging, codified best practices, and trained exceptional teams.
You have managed a group of at least 20 people. (OK you’ve overseen 19, 17? Apply and convince us, we don’t like seemingly arbitrary numbers either)
Ability to build strong relationships with cross-functional partners within a global and diverse organization as well as to influence at all levels of the organization, gaining acceptance of ideas from senior executives
Servant leadership mentality with a track record of hiring and keeping great people. Would your employees be a reference for you?
Analytical, problem solving, data driven, and results oriented, with a desire to work hard and have fun doing it
Will pick up the phone, write emails, and man the chat when needed - this is a startup after all, and we’re not big... YET