Director Customer Service

Overview Who We Are We are KORT Payments, providing a state-of-the-art omnichannel payments platform designed to simplify business transactions. Our mission is to empower businesses with capabilities in compliance, risk management, and payment processing. Our enterprise-grade platform, along with a veteran management team, helps us deliver exceptional service and satisfaction. As we expand our presence in the U.S. market, we will 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 to drive customer satisfaction, retention and growth. This role owns the customer experience strategy and its execution to maximize customer lifetime value. The role collaborates cross-functionally with Sales, Risk, Underwriting, Boarding and Product to ensure a seamless customer journey and leverage insights to enhance the customer experience at KORT. Develop and implement a customer experience strategy aligned with KORT’s 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 the customer journey Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce); monitor 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 service delivery Refine playbooks, processes, and automation to increase efficiency; provide feedback to improve product and service delivery Partner with Operational Excellence teams to assess training needs and deliver coaching on technical and soft skills Ensure consistent service standards across all teams through hands-on support and performance monitoring Monitor and analyze key CX 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 will be considered) 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 the 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 glimpse into life with us: Culture: Fearlessness, Accountability, Collaboration, Transparency Perks and Benefits: Comprehensive benefits, flexible work environment, team events, professional growth, dynamic culture 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. Powered by JazzHR #J-18808-Ljbffr