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Job Title
At Outpayce, our goal is to deliver smooth, end-to-end travel payments experiences by helping our customers and travelers to benefit from new advances in payments, more quickly across the entire journey.
As a wholly-owned Amadeus company, we combine Amadeus’ reliability, knowledge and technological innovation with Outpayce’s hunger to disrupt the ways of processing payments and delivering greater choice, faster innovation and an improved experience for airlines, hotels, travel sellers and corporations worldwide.
In this role you will lead a global customer care team providing support to our Airline customers using payments solutions.
Main responsibilities
- Lead a cross-site customer care team providing support to Outpayce Airline customers. Set up achievable actions for the team aligned with the business objectives, focused on service quality and customer satisfaction. Lead the team with an ambitious attitude to make the team improve and create a climate where the team members are encouraged to bring up new ideas for improvement.
- Identify areas where the service to our customers is falling short, and set up and implement actions addressed to improve the customer flow and customer satisfaction.
- Eliminate inefficiencies in the service delivery for supporting customers worldwide. Measure the effectiveness of all customer support approaches and initiatives in terms of business performance and customer metrics.
- Define support KPIs and implement processes that facilitate the measurement of those.
- Engage in direct interactions with the customers as per the business needs and use the feedback to influence internally on the strategies directed towards customer satisfaction.
About the ideal candidate
- At least 5 years of experience leading customer service teams, preferably in the fintech industry with B2B customers.
- Must have relevant experience in a customer-facing role, used to engage and interact with customers on a day to day basis.
- Functional background on payments highly desirable.
- Must have a can-do attitude and a proactive approach. Problem solver able to analyze complex customer issues and transform them into actionable items.
- Communication skills, able to communicate on complex techno functional messages adapting to the audience.
- Fluency in English
What we can offer you
- An opportunity to play a key role in challenging the industry’s legacy ways of processing travel payments
- Work with and learn from highly regarded experts in the travel payments space
- Work in a company that has been voted as a Top Madrid & European Employer for four consecutive years and recognized as a Financial Times Leader in Diversity
- Access to a comprehensive suite of learning and development tools
- A role that tangibly impacts millions of travelers around the globe
- An opportunity to work in a multicultural, fun, and supportive global team
Join our global team of experts as we build the future of travel payments.
Apply now!
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
