Director of Customer Service

Who We Are:

Payments, Orchestrated.

Chattanooga-based Transcard offers comprehensive global payment orchestration solutions for banks, fintechs, and businesses. Our embedded payment solutions enable seamless transactions, collaboration, and data sharing with customers and suppliers worldwide. Features include disbursements, receivables, account-to-account payments, cross-border payments, AI insights, and supply chain financing.

Transcard’s solutions combine multi-rail capabilities, embedded workflows, system of record integration, effortless reconciliation, and bank-grade security to support B2B and B2C payments for businesses of all sizes. Streamline financial operations with digital payments, monitor real-time activity, reduce fraud risk, and improve customer and vendor experience with an all-in-one payment portal.

Position Details:

This is a full-time position, working Monday-Friday during standard business hours. Compensation will be based on the qualifications of applicant.

Location:

This is a REMOTE opportunity in the United States. Candidate must reside in the US and be work authorized. We are unable to offer visa sponsorship.

Our corporate office is located in Chattanooga, TN.

Benefits:

Transcard offers benefits starting the first of the month following the month of hire (Medical, Dental, & Vision, 401(k) Match!, Paid Time Off, Life-Disability Insurance, and more)

Please apply and see more job requisitions at:

https://www.transcard.com/careers

Essential Duties and Responsibilities:

The Director of Customer Service at Transcard will lead our customer service operations with a focus on delivering exceptional service and support to our clients. You will oversee the call center operations, manage a team of customer service professionals, and ensure the highest standards of customer satisfaction. This role requires a strategic leader with extensive experience in managing call center operations within the payments or fintech sector, strong leadership skills, and a passion for driving excellence in customer service.

· Lead and oversee the day-to-day operations of the call center, ensuring efficient call handling, response times, and service levels.

· Develop and implement operational strategies, policies, and procedures to optimize performance and productivity.

· Manage and mentor a team of customer service supervisors and representatives, providing leadership, guidance, and support for their professional growth.

· Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous improvement.

· Drive a customer-centric culture focused on delivering exceptional service and resolving customer inquiries and issues effectively.

· Monitor customer feedback and satisfaction metrics, implementing initiatives to enhance overall customer experience and loyalty.

· Establish performance goals, KPIs, and metrics for the call center team, tracking performance and productivity on a regular basis: Average Speed of Answer (ASA), Average Handling Time (AHT), First Call Resolution (FCR), Call Abandonment Rate, Customer Satisfaction Score (CSAT).

· Analyze data and trends to identify areas for improvement and implement strategies to achieve operational excellence.

· Ensure adherence to quality standards, regulatory requirements, and company policies within the call center operations.

· Conduct regular quality assessments and audits to maintain high standards of service delivery and compliance: Call Monitoring, Agent Knowledge, Adherence to Script.

· Evaluate and implement call center technologies, tools, and systems to enhance efficiency, reporting capabilities, and customer interactions.

· Identify opportunities for process improvement and automation to streamline workflows and optimize resource allocation.

· 8+ years of experience in call center management or customer service operations environment.

· 3+ years of experience in a senior leadership role.

· Proven track record of success in managing high-volume call center operations, preferably within the payments, fintech, or financial services industry.

· Strong leadership and people management skills, with the ability to inspire, motivate, and develop teams.

· Excellent communication, interpersonal, and problem-solving skills, with a customer-focused mindset.

· Experience in implementing customer service strategies, KPIs, and quality assurance programs.

· Experience in evaluating and coordinating third-party call center vendor success.

· Proficiency in call center technologies and CRM systems, with the ability to leverage data analytics for decision-making.

· Proficiency in Excel and the ability to run ad-hoc reporting to draw meaningful insights and trend analysis from a large amount of data.

Education and/or Certifications:

· Bachelor’s degree in Business Administration, Communications, or a related field; Master’s degree is a plus.

· Preferred or related certifications: Certified Customer Service Manager (CCSM), Certified Contact Center Manager (CCCM), Certified Customer Experience Management Professional (CCXMP)

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of duties performed.

No resumes from 3rd party vendors will be accepted at this time.