Customer Experience, AI & Data Manager Lead

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Take charge of Mercuryo's Voice of the Customer program, transforming customer insights into actionable business enhancements.

• Recognize customer pain points through support data analysis, feedback, CSAT, and operational metrics.

• Propel initiatives aimed at decreasing customer inquiries via product enhancements, automation, and self-service solutions.

• Manage the performance and optimization of Forethought AI to elevate automation and enhance customer experience.

• Develop dashboards and deliver actionable insights regarding customer satisfaction, support performance, and AI efficiency.

• Oversee Mercuryo's Help Centre and maintain the internal knowledge base.

• Head our White Glove VIP Support Program and supervise the VIP Relationship Specialist.

• Collaborate with Product, Engineering, Customer Support, and other departments to enhance the overall customer journey.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics.

• Proficiency with Zendesk or comparable customer support platforms.

• Familiarity with AI-driven support tools, such as Forethought or similar technologies.

• Strong analytical capabilities and experience with BI tools like Metabase, Looker, Tableau, or equivalent.

• Proven experience in constructing dashboards and presenting insights to stakeholders.

• Excellent stakeholder management and cross-functional collaboration abilities.

• Outstanding communication skills and a commitment to enhancing customer experience.

• Nice to Have: Background in fintech, cryptocurrency, or payment systems.

• Knowledge of SQL.

• Experience with Voice of the Customer initiatives.

• Understanding of KYC, Fraud, AML, or regulated customer operations.

🏝️ Benefits

• Competitive market salary along with performance-based bonuses.

• 22 days of annual leave in addition to 6 company holidays and bank holidays.

• Comprehensive health insurance options.

• Support for maternity and paternity leave.

• Extensive benefits program.

• Flexible working hours and options for remote work.

• Modern offices and co-working spaces available across 6 countries.

• Provision of necessary working equipment.

• Opportunities for professional development and training.

• Chance to influence the initiatives you participate in.

• A diverse and welcoming team.