Customer Success Manager

Reporting line: Head, Customer Solution

Location: Remote

Job type: Full-time

At Pesa, we are making cross-border payments simple, fast & reliable for individuals & businesses across emerging markets; providing tools that power economic freedom. We are on a mission to localize the global money transfer experience and data is at the heart of this mission.

Currently seeking to hire an exceptional Customer Success Manager who would make our mission possible.

Here's how you will be contributing

Team Leadership & Management

• Supervise and manage the Customer Success team, ensuring excellent service delivery

• Develop and maintain work schedules to optimize staffing, response rates, and service levels.

• Ensure team members are fully equipped with the necessary systems, tools, and applications.

• Oversee onboarding, training, and development of new Customer Support Specialists.

• Coach team members on interaction handling, customer communication skills, and performance improvement plans (PIP).

Customer Support & Escalations

• Monitor customer support interactions and handle escalated cases professionally.

• Take over complex or sensitive customer interactions to ensure timely resolution.

• Address and resolve customer issues promptly, escalating when necessary to maintain satisfaction.

Customer Advocacy and Success

• Monitor customer health and usage metrics.

• Translate customer feedback into actionable insights for Product and Engineering teams.

• Educate customers on new features, compliance updates, and best practices.

Operational and Financial Performance

• Drive the Customer Success Specialists to deliver on success metrics (FRT, CSAT etc)

• Handle automation leveraging CS solutions to improve efficiency and service effectiveness

• Track KPIs of Customer Success Specialists

• Contribute to forecasting and strategic planning of the regional success portfolio

Collaboration & Advocacy

• Collaborate with Compliance, Product, and Engineering teams to resolve customer concerns.

• Advocate for customers internally by sharing feedback with Product, Marketing, and Engineering teams to improve the user experience.