Head of Customer Experience  

This role is focused on ensuring the customer experience team handling a specific country's customer base performs at its absolute best. The Customer Experience Manager is responsible for daily performance management, coaching, setting expectations, measuring performance, and upholding all of Tala’s values and principles.

Responsibilities:

• Design processes and ability to roll-up his/her sleeves to ensure a great customer experience
• Create and implement policies and procedures in conjunction with other CX leadership
• Leverage technology and data to identify opportunities to improve brand voice or customer experience
• Exceptional communication skills
  • Regular communication with the team
  • Clear upward communication on wins and challenges of the team with regards to KPIs
  • Cultivating a clear voice of customer within the team
  • Elevate friction points that customers raise working with product guru or CX Insights Manager
• A customer champion who can deliver on the KPIs and SLAs
  • Agent level KPIs
    • Daily/monthly inbound customer interactions
    • First time response and resolution rate
    • Quality evaluation
    • Identification of customer issues in training or process
    • Development of process to address customer issues with team when possible
    • Side by side coaching and weekly 1:1 with each staff member
  • Department KPIs
    • Hiring and Attrition
    • Performance of team members
    • Scheduling alignments to meet business goals
    • Manage team leads to motivate a productive and positive work environment that achieves business and customer needs/expectations
  • Customer management SLAs
    • Customer satisfaction score
    • First reply
    • Full resolution
    • First reply resolution
• Maintain high employee engagement, while ensuring performance management and employee development practices are implemented and followed

• A minimum of 5+ years of Customer Service experience with at least 3 years of management experience
• Proven success with training, QA, business process improvement, and workforce planning experience

Preferred Qualifications:

• Ability to manage a CRM (Zendesk preferred)
• Knowledge of the financial services industry (KYC, financial compliance, etc.)
• Project management skills, ideally Six Sigma training
• Experience working with an international team
• Comfortable with ambiguity

About Tala:

We strongly believe that inclusion fosters innovation and we’re proud to have a diverse team with a wide variety of backgrounds and experiences. We focus on hiring talented people regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Tala is the leading mobile technology and data science company committed to financial inclusion globally. Millions of people have borrowed through Tala’s smartphone app, which provides instant, personalized credit to underserved customers in East Africa, Southeast Asia, and Latin America. Tala is backed by leading venture and impact investors including PayPal, Revolution Growth, IVP, and Lowercase Capital. Tala is headquartered in Santa Monica with additional offices in Nairobi, Manila, Mexico City, and Bangalore.