Director of Customer Success & Operations

  • Fattmerchant
  • Orlando, FL, USA
  • Nov 12, 2019

Job Description

FATTMERCHANT Orlando’s fastest growing payment technology company! Why You’ll Love Fattmerchant: First and foremost, Fattmerchant exists to provide the Best Damn Experience to both our customers AND our people. We do this through building an exceptional product that our customers need to grow their business, the highest customer satisfaction rating in the industry, and three strong core values that we live and breathe every day. One Team: We all possess a “team over self” attitude and are all aligned towards the overall mission of the company Get Shit Done: We believe in being the best version of yourself within a results-focused work environment Create Joy: It’s one thing to just be polite and enjoyable (permission to play), but we take it a step further by sparking joy and happiness across our team members and our customers These are the values that define who we are, and which have empowered our staggering growth since our founding in 2014. It’s exciting to be Central Florida’s 3rd Fastest Growing Company! Fattmerchant has seen exceptional year-over-year growth because of our dedication to building powerful integrated payment solutions for SMBs, and for our partners who serve SMBs. We started with the idea that businesses deserve better, and Fattmerchant employees are committed to bringing a truly exceptional payments experience to business owners across America. We’re redefining an industry that is known for excessive fees, being difficult to understand, and for having subpar technology. It’s not always easy, but we’ve seen the fruits of our efforts through our 99% customer retention rate, NPS score that breaks industry records, and employees who are always happy to step through the door and tackle the day with the best team out there. We’re proud to be recognized for our excellence in technology, work environment, and entrepreneurial spirit, with such honors as 2018 and 2019 Best Fintech to Work For from PaymentSource, Coolest Office Space from Orlando Business Journal, and one of Entrepreneur Magazine’s 2018 Top Company Cultures. Not to mention countless acknowledgements in technology, innovation, and leadership from publications across the industry. As part of our interview process, we will be using a video interviewing platform, Spark Hire. The video interviewing platform will allow our hiring team and candidates to connect more quickly without the pressure of synchronizing calendars for our initial phase of candidate assessments. Our goal with the video interviewing portion of our hiring process is to learn more about your personality and previous work experience. What You’ll Do: Job Summary As Director of Customer Success/Operations, your role is to lead the operations team and ensure the on boarding, activation, service, and retention for our new and existing members is seamless and efficient. Ensure accounts are on-boarded seamlessly with the right back end provider. Be the liaison, knowledge and relationship keeper for all things operational risk, compliance, technical support etc. Your role is to lead and ensure your team operates on the utmost efficiency from approval, to activation, to retention. Objectives Conduct statistical analysis to identify trends, variations, patterns and insights relating to the performance and fraudulent or suspicious payment transactions Monitor merchant activity through reports on chargeback, exceptions and profitability. Recommend and develop enhancements, sources and resources to assist in the review process. Analyze credit, processing history, business financial statements, bank statements and business model Provides reports on a regular basis, and as directed or requested, to keep senior management informed of the operation and progress of compliance efforts. Drive Results Ensures proper reporting of violations or potential violations to duly authorized enforcement agencies as appropriate and/or required. Responsible for performance against KPI's including customer retention, NPS, and efficiency metrics Process Creation and Optimization Improve customer experience by optimizing and / or developing processes for each subgroup Responsible for all Pended and Need More Information Accounts Handle application submissions and underwriting internally Manage communications with sales/operations/marketing team on new products/updates Manage Application Process and application submissions Manage Onboarding Manage Service Manage Risk and Compliance Internal Subject Matter Expert on Industry News, Service, Support Attend webinars CRM Management and feature optimization Deliver Product Training / Product Knowledge to Operations team and relevant departments Reporting / Analytics Fattmerchant Residuals Billing Weekly 1 on 1s with Operations team members Monthly internal newsletter risk, products, new processes, compliance, industry, etc Other duties as assigned Requirements 5+ years of SaaS Operations Management experience Excellent communication skills, to work within team and client relations Ability to work under pressure in fast paced environment and prioritize workload Strong attention to detail Superior time management skills Solution oriented with the ability to think strategically and creatively in decision making Strong work ethic to exceed expectations and goals Forward thinking? able to evaluate processes and suggest improvements Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Benefits Health Insurance (medical, dental, vision) Competitive Base Salary 4% 401K Match Conference & Continuing Education Coverage Team Building Events/Opportunities Downtown Parking Performance & Incentive Bonuses Unlimited PTO Free snacks!