About Us
Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P, and more.
About the Role
As a Senior Manager on the Client Service Team, you will play a pivotal role in managing and upskilling our Client Service team in Belgrade. Your responsibilities will include overseeing day-to-day operations, ensuring the highest quality of customer support, and continuously improving the team's performance. This role requires a strategic thinker who can elevate the team's communication skills, manage QA processes, and handle various operational and logistical tasks (such as scheduling, planning, hiring, Zendesk operations management) efficiently. In this role, you will manage a team of 5-10 Associates and Senior Associates who work on the front lines and collaborate closely with your fellow Senior Manager (who focuses on operations). Reporting directly to the SVP of CX, you will collaborate closely with cross-functional teams to promote feedback loops and continuously improve the client experience.
Responsibilities
- Team Performance Management: Lead and manage the team of 5-10 Service Associates and Senior Associates in Belgrade, ensuring the resolution of client inquiries in a timely, efficient, and accurate fashion. Foster a high-performance culture focused on generating results and a collaborative work environment.
- Quality Assurance (QA): Oversee and iterate on the QA processes to maintain high service standards. Regularly monitor and evaluate support interactions to identify areas for improvement and implement corrective actions.
- Communication Skills Development: Elevate the communication skills of the team to ensure effective interactions with our US-based clients (phone, chat, email). Provide training and resources to enhance effective client communication, issue resolution, and soft skills.
- Zendesk Operations: Take ownership of our Zendesk support platform, optimizing workflows, automations, and reporting to enhance the overall customer support experience.
- Hiring and Training: Lead the recruitment process for new support team members. Develop and deliver onboarding and training programs to ensure new hires are well-prepared to meet our service standards.
- Oversee and report on Client Service KPIs: CSAT, contact rate, deflection rate, first response rate, full resolution rate, and time.
- Manage the team during US EST Hours: Being headquartered in NYC, and with most of our clients being in the US, the expectation is that you will work during US EST hours
Qualifications
- 10+ years of experience in client service/support, and in a management/leadership role
- Proven experience in managing and leading support teams, preferably in a fast-paced startup environment.
- Exceptional communication and interpersonal skills, with a focus on improving team members' soft skills.
- Strong understanding of QA processes and experience in implementing them effectively. Fluent in English, both written and spoken.
- Proficiency in Zendesk or similar customer support software.
- Excellent organizational and logistical skills.
- Ability to multitask, prioritize, and adapt in a rapidly evolving environment.
- Experience in hiring and training support professionals is a plus.
What we offer:
- Truly competitive package
- Private medical insurance for you and your family members
- Covered cost of parking for onsite stuff (Rajićeva Shopping Center)
- Personal learning & development budget
- Lunch at work
- Work equipment
Our people are our most valuable asset. Base salary may vary depending on relevant experience, skills, and business needs.
The role is based in Belgrade, and requires in-office presence and working US EST hours (negotiable, between 9am-6pm ET, 3pm-11pm CET).
Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.
