Director Customer Service

Overview Director Customer Service Welcome to KORT Payments, where innovation meets excellence. We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission is to empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our enterprise-grade platform, along with a veteran management team, helps us deliver unparalleled service and satisfaction. As we expand our presence in the U.S. market, we bring proven solutions and an innovative approach to new industries, operating under the KORT Payments banner alongside Merrco, Payfirma and Barnet. Location: Toronto Employment Type: Full-time, New position, Hybrid Salary Range: $80,000 - $100,000 What you will be doing The Director Customer Service is responsible for leading and scaling the Customer Experience team, ensuring they drive customer satisfaction, retention and growth. This role owns the customer experience strategy and its execution, working to enhance customer satisfaction and maximize customer lifetime value. This role collaborates cross-functionally with Sales, Risk, Underwriting, Boarding and Product teams to ensure a seamless customer journey and leverage customer insights to continuously enhance KORTs customer experience. Develop and implement a customer experience strategy aligned with KORTs brand promise and business goals Foster a customer-first culture that emphasizes value-driven success strategies Collaborate with internal teams (Sales, Product, Professional Services/onboarding) to enhance KORT’s customer journey Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce), tracking KPIs such as NPS and retention Translate strategic vision into actionable programs and tools for customer service, installations and customer success execution Use customer data and analytics to drive strategic decisions, improve product offerings and enhance service delivery Continuously refine playbooks, processes, and automation to enhance efficiency. Provide internal feedback to improve product offerings and service delivery Partner with Operational Excellence teams to assess training needs and deliver impactful coaching on technical and soft skills Ensure consistent service standards across all teams through hands-on support and performance monitoring Monitor and analyze key customer experience metrics including NPS, VoC and Productivity KPIs Lead data-driven initiatives to improve customer satisfaction and operational efficiency Oversee escalation processes and support teams in resolving customer complaints effectively and empathetically What we’re looking for Bachelor’s degree in Business Administration, Marketing, Retail Management, or related field. Preferred but relevant experience is also suitable 10+ years of progressive leadership experience in operations, customer experience, or related functions 5+ years of management experience Proven track record of developing and executing customer experience strategies in a high growth environment Experience managing teams and influencing cross-functional stakeholders Familiarity with call center operations and performance management Strong strategic thinking with ability to translate vision into actionable plans Advanced analytical skills with proficiency in interpreting CX metrics (NPS, CSAT, CES & productivity KPIs) Excellent communication and presentation skills to influence senior leadership and frontline teams Life at KORT Payments We believe work should be fulfilling and fun. Here’s a peek into life with us: Culture: Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries Accountability: Take ownership and be accountable to yourself, the company, partners, and clients Collaboration: Leverage diverse perspectives and work as a team to get the job done Transparency: Empower success through open communication, honesty, and inclusion Perks and Benefits: Comprehensive Benefits Package: Health, dental, and vision plans Flexible and Inclusive Work Environment: Work-life balance and flexibility Fun Events: Team-building activities and company-wide celebrations Professional Growth: Ongoing learning opportunities and career development Work Hard, Play Hard: A dynamic environment where contributions are valued If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments #J-18808-Ljbffr