Head of Field Operations

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.

Our app attracts over 10k new users every day, primarily through word of mouth. We’ve eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.

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About the opportunity

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We are seeking a seasoned data-centric and forward thinking Head of Field Operations to lead our customer service teams in capturing the voice of the customers and delighting them with service excellence.

The Customer Ops team is tasked with supporting our customer base by listening to our customers and elighting them throughout their journey with us. We believe in leveraging modern strategies, tools and systems in order to enable our teams to perform at their absolute best while providing a seamless customer experience.

N26 in the US recently launched into the mark in August of 2019 where we released our first product and have been scaling in customers base weekly. Our growing customer teams work across phone, chat and email.

The Field Ops team is part of our Customer Operations group within the organization solely responsible for the success of our customer service teams. This is an opportunity to get in at the ground up as we set our sight

In this role, you’ll have an opportunity to grow the team, implement processes and influence the strategic direction of the Field Ops team.

With over $670 million raised, and a $3.5 billion valuation, one of the most valuable and well-funded FinTechs in Europe is about to break the US banking model.

If you can operate with a high degree of autonomy while collaborating globally; working with cutting edge technologies ( https://medium.com/insiden26/tech-at-n26-the-bank-in-the-cloud-e5ff818b528b ), and getting things done ( https://medium.com/insiden26/getting-more-stuff-done-days-at-n26-6886951da4f8 ) while striving for constant growth, personally and professionally; let’s build banking technology that the world loves to use.

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In this role, you will:
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• Lead our inhouse and partner customer support teams
• Drive performance management practices and take them to best-in-class level
• Partner with the global N26 Field Operations organization to refine and further develop our global customer service strategy, including the design of the service experience
• Introduce cutting-edge service tools such as WFM/IDM, omni channel skill-based routing, case-based dynamic knowledge base, recommendation engines
• Manage the seamless integration of our inhouse operations with the external contact center network.
• Drive our First Contact Resolution to best-in-class levels
• Partner with other leaders across the business, including marketing and product, to ensure constant feedback based on customer insights to our product.
• Work closely with other internal stakeholders, you will transfer the key messages we are receiving to the relevant team
• Motivate and inspire not just daily performance, but help our employees develop to be the best they can be. Whether it’s providing honest feedback or extra help mentoring, you will be committed to help the person develop – not just perform

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What you need to be successful:
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Background:

• Ideally 10+ years of experience in leading a customer service team in a call center environment preferably in Banking or Fintech environment with a strong background in creating world-class customer experiences
• In-depth knowledge of best-in-class customer service organizations with a large employee base
• Experience designing processes and systems that would support the growth and maturity of our CX teams
• In-depth knowledge and understanding of customer behaviour and how to translate this into robust customer service processes and customer experience
• Demonstrated success in building, developing and motivating teams to increase productivity and effective teamwork
• Experience managing vendor relationships

Skills:

• Ability to drive strategic projects in a complex global environment
• Strong leadership ability in order to develop and mold team members and build effective relationships across the company
• Advance communication skills with ability to communicate at all levels of the org

Traits:

• Growth mindset with a strong hands-on attitude and the ability to adapt to a fast paced environment
• Possess a passion for CX excellence and goes the extra mile to keep knowledge and skills up to date
• Actively help yourself (and others) be successful
• Continuously learn and challenge the status quo
• Think globally, act locally
• Have a strong bias for action
• Give and receive open, direct and timely feedback