Customer Service Manager

WorldFirst is a subsidiary of Ant International, a global digital payment and financial services leader. Through the World Account, WorldFirst is meeting the needs of SMEs engaged in international trade or business, both online via marketplaces or websites, as well as offline to support importers and exporters. This includes global collection (receiving payments), making payments, currency conversion, risk management to help WorldFirst customers reduce costs, improve turnover efficiency to generate more revenue and sales, and quickly capture global business opportunities. WorldFirst serves one million customers worldwide and is connected to over 100 marketplaces.

Role Overview:

We are looking for a dynamic and experienced Senior Customer Success Manager with a strong background in FX to join our team. In this role, you will drive excellence in customer success while coaching junior team members, ensuring the highest quality of service, and continuously improving processes. Your expertise in FX and payments will be essential in delivering exceptional support to our clients and providing strategic insights to the team.

What You’ll Do:

1. Customer Success Leadership: Showcase best-in-class customer success skills by proactively managing client relationships, ensuring high levels of satisfaction, and consistently delivering quality feedback.
2. Process Improvement: Identify and raise opportunities for process and system improvements within the team to enhance the overall customer experience.
3. Mentorship: Lead by example, mentoring new joiners, and providing consistent FX support to help them succeed and grow in their roles.
4. Knowledge Sharing: Act as a go-to resource for FX and payments expertise, providing insights and sharing industry knowledge with the team to elevate overall performance.

What We’re Looking For:

1. Strong FX Knowledge: Extensive experience and in-depth knowledge of FX dealing and the payments industry.
2. Customer Success Expertise: Proven ability to build and nurture client relationships, with a focus on proactive support and continuous improvement.
3. Leadership Skills: A natural leader who sets a high standard for professionalism, attitude, and proactivity, and is passionate about mentoring and training others.
4. E-Commerce Industry Insight: A solid understanding of the e-commerce and FX landscape, with the ability to demonstrate value-added insights and solutions to both the team and clients.

Who We Are:

WorldFirst is proud to be an equal opportunity employer. We are passionate about creating a diverse and inclusive workplace where our people feel that they belong and can reach their full potential. We believe our differences are our strengths and are committed to recruiting, developing and retaining a team from a variety of backgrounds, perspectives, and skills.

We encourage applications from all individuals regardless of race, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, religion or belief, and marriage and civil partnership.