Aflore’s mission is to bring financial inclusion through a portfolio of digital products that are tailor-made for our Customers and network of Financial Advisors. The Customer Success Director will be responsible for designing and implementing the Customers and Informal Advisors support strategy to ensure an incredible experience through the journey, while helping them grow and develop.
WHAT WILL YOU DO?
About managing / aligning product marketing and commercial efforts
Design the right interactions through the right channels for every customer profile
Create the right KPIs to measure success, and be responsible for them to move
Ensure customer satisfaction improves drastically
Create and deploy company-wide customer engagement model; define how the business responds to and engages, passives, promoters, detractors and non-responders
Modernize and automate internal closed loop customer response process
Build an understanding of customer needs, role-modeling exceptional customer guidance and establishing better practices for commercial expansion and long-term retention
Explore and analyse current ways of working, paying close attention to customer interactions and measurable outputs, and look for ways to improve and optimise the experience of our customers
Map out ways to automate, accelerate, and improve: you lead us to get to the next level when it comes to customer service.
Define and lead the implementation of tools needed to deliver the best experience (e.g.CRM)
Build a healthy and happy service culture in the organisation.
WHY JOIN US?
This is an opportunity to play an important role in reinventing access to financial products for the middle classes in Latin America. You will feel the impact we are creating every day
You will be leading one of the main growth leavers of the company.
You will be responsible for creating the best customer experience in the region
Yo will be working closely with the founders and a team of highly skilled and motivated directors, defining the long term strategy for the company
WHAT ARE WE LOOKING FOR?
7+ years of work experience. At least 3 years leading operational teams
Experience distilling data into actionable insights.
Experience building out a business vision and articulating clearly the gaps between where we are and where we want to be
Self-starter with strong communication and cross-team collaboration skills.
Ability to communicate and work in Spanish.
Passion for the mission of bringing financial inclusion to the Latin American middle classes.
You will stand out if you can demonstrate:
Experience in one of the following: high-growth startups, management consulting, fintech (preferable lending).
Experience leading customer support strategy, tools and managing teams of customer support analysts
Location: Offices in Bogotá, Colombia. Open to remote work.