Customer Experience Manager

We are looking for a Customer Experience Manager who will be a part of a team that builds the products that millions of people worldwide will use.
Papara has been on a mission to create the best financial experience for its users. With over 17 million users, we are a leading fintech company based in Turkey. We provide simple, affordable, fast, and fun financial services. In short, we are the future of banking and finance.
We use design and technology to give our users the financial experience they deserve. Since we succeed on a national scale, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day.
Papara is an opportunity to build scalable, high-performing financial services by using the latest technologies. You will work in a fast-paced environment and be part of a team that constantly develops and renews itself.
If you share that passion and believe in our mission, come, and join us!

What You’ll Do

• We are seeking a dynamic and visionary Customer Experience Manager to join our Customer Experience team. This role will push traditional boundaries of customer operations, blending visionary customer experience leadership with innovative process improvement and analytical rigor. It is pivotal in managing our back office operations and call center teams while simultaneously leading the charge in process improvements to elevate our customer service standards. The ideal candidate will take a role in operations management with a keen eye for customer experience strategies.
• Leadership and Management: Lead, motivate, and manage call center and back office teams to ensure high-quality customer service. Monitor team performance, provide regular feedback, and conduct performance appraisals.
• Analytical Thinking: Employ strong analytical skills to evaluate end-to-end customer service processes, identifying bottlenecks and opportunities for improvement. Use insights from data to drive decision-making and strategic changes in operations.
• Customer Experience Vision: Develop and implement a customer experience vision that aligns with company goals. Champion customer-centric initiatives and foster an environment that encourages innovative service solutions.
• Process Improvement: Identify opportunities for process optimization and lead projects to enhance efficiency, reduce costs, and improve customer satisfaction. Utilize data analytics to inform decisions and measure the impact of implemented changes.
• Operational Excellence: Oversee daily operations to ensure compliance with service level agreements (SLAs) and operational standards. Address any issues that may impact service quality or efficiency.
• Stakeholder Collaboration: Work closely with other departments, including CX Strategy, Quality & Training, and Reporting&Planning, to ensure a seamless customer experience across all touchpoints. Act as a liaison between the customer service team and senior management to advocate for customer needs and operational requirements.
• Training and Development: Develop and implement training programs to enhance staff skills and knowledge in customer service and operational best practices.

Who You Are

• Bachelor's degree in Engineering, Business Administration, Management, or a related field.
• Proven experience in customer experience.
• Strong leadership skills with the ability to inspire and motivate teams.
• Excellent analytical and problem-solving abilities, with a track record of implementing successful process improvements.
• Exceptional communication and interpersonal skills, capable of working effectively with diverse teams and stakeholders.
• Proficiency in data analysis and performance metrics.
• Familiarity with CRM systems and customer service software.

How We Run

• Excellent communication skills, sense of urgency, accountability, and ownership,
• Strong problem-solving and analytical skills,
• Strong collaboration skills, responsive to project needs and demands in a fast-changing environment,
• Passion for learning and continuous improvement,
• Ability to work in a team environment as a reliable, responsible, and self-motivated team player,
• The first seat in every meeting and interaction always belongs to the user.
• Take ownership of every issue we are a stakeholder in and look at events beyond our responsibilities.
• As we bring our ideas to life, we pay attention to the details, research, discuss, and finally act quickly.
• We don't get stuck with traditional methods and popular opinions; we invent Papara-style ways of doing business.

What We Offer

• Market-competitive salary and pay-for-performance bonuses.
• Salary-based private pension plan with 10% company contribution.
• Transportation and meal allowance.
• We care about your professional development; you can use your learning budget on any platform.
• We care about you, private health & life insurance, a Gym in the office, and free access to the Wellbees App.
• Free access to all Papara services, 10% cashback on Papara Card payments, and 20% cashback on bill payments via Papara. You can have a Metal Card for free.
• Technical equipment package that covers what you need. Internet allowance.
• Free platform memberships: Spotify, YouTube, Netflix.
• Social activities: Happy Hours, Team Motivation Budget, Football Team, Sailing Team, Rowing Team, Cinema Club, Music Club, Travellers Club, Gastronomy Club etc.
• No politics; You will be a part of a team that focuses on productivity and success. You will have the opportunity to work in a dedicated team that cares about your development.
• We are against any form of discrimination. We believe that every individual has a unique personality.
• Green and pet-friendly campus, Basketball Court, Sleeping Room, and unlimited coffee.We strive to make the hiring process the fastest and most convenient.
  Come and join Papara!