Director of Client Service, Rho
$165-191.5k
+ Equity
5 days a week in office
Business banking platform
Open for applications
Business banking platform
201-500 employees
Open for applications
$165-191.5k
+ Equity
5 days a week in office
201-500 employees
Company mission
To take the friction out of finances, and to prime their customers for success.
Role
Who you are
- The ideal candidate will be a strategic thinker with a passion for exceptional customer service and a commitment to driving results in a fast-paced fintech environment
- Experience: 10+ years of service/support experience, with a minimum of 3 years in a management or leadership role
- Industry background: Prior experience in fintech or technology, ideally within a high-growth startup
- Communication skills: Exceptional verbal and written communication abilities, with a focus on enhancing team members' soft skills
- QA & training expertise: Strong understanding of QA, documentation, and protocol development
- Technical proficiency: Familiar with Zendesk or similar customer support software
- Organizational skills: Ability to multitask, prioritize, and thrive in a rapidly changing environment
- Talent development: experience in hiring, training, and developing customer support professionals
What the job involves
- We seek an experienced Director of Customer Service with a background in fintech and customer support who is responsible for enhancing Rho's competitive edge by promoting exceptional service standards and operational excellence across our global support team
- This pivotal role entails overseeing daily operations to ensure consistent, high-quality service delivery, fostering a culture of continuous improvement, and leveraging your deep understanding of customer service within the fintech landscape
- You will lead a team of 15-20 Service Associates and 2-3 line managers, improving performance and communication skills while implementing quality assurance processes and managing various operational tasks, including scheduling, planning, hiring, and Zendesk operations
- Reporting to the SVP of Customer Experience, you will collaborate closely with cross-functional teams to establish feedback loops that drive enhancements in the client experience
- Team Leadership: Guide and inspire the customer service team to cultivate a high-performance culture
- Training and QA: Provide ongoing training and development to enhance team skills. Oversee and refine QA processes to uphold service standards while regularly monitoring and evaluating support interactions to identify improvement opportunities and implement corrective measures. Focus on elevating communication skills to ensure effective interactions with US-based clients across phone, chat, and email channels. Create training materials and enhance the internal knowledge base to support effective client communication and issue resolution
- Protocol and process design: Develop comprehensive runbooks and protocols for consistent and predictable issue resolution
- Planning, forecasting, and recruitment: Manage team capacity and ensure timely recruitment of new talent globally to meet operational needs
- Report on Client Service KPIs and experience trends: Track and report on KPIs such as CSAT, contact rate, deflection rate, first response time, full resolution rate, and resolution time. Advocate for customer interests by analyzing feedback and identifying areas for improvement
- Operational Excellence: Engage in continuous service design and improvement initiatives to enhance the customer experience and improve team efficiency
- Customer Experience Advocacy: Analyze customer feedback to advocate for enhancement and identify opportunities for improvement
- International Travel: comfort and enthusiasm about traveling to the Rho office in Belgrade, Serbia, 3-4 times a year for facetime with the Belgrade-based team members
Our take
Rho was founded to address the growing need among small and medium-sized businesses for a unified solution to manage corporate spending and cash flow. Aiming to serve companies with 30 to 500 employees, Rho designed its platform to create seamless workflows across banking, corporate cards, and accounts payable.
The company introduced Rho AP, an accounts payable product, followed by a corporate card in partnership with Sterling Bank, enhancing its offering for businesses looking for efficiency in managing financial operations. With a clear focus on product strategy and growth, Rho has been expanding its team and integrating AI capabilities into its platform to stay ahead of the evolving fintech landscape.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
34% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2021
$75m
SERIES B
Jan 2021
$15m
SERIES A
Total funding: $97.2m
Company benefits
- Medical, dental, and vision
- Commuter benefits
- Flexible work policy
- Wellness perks
Company values
- Speed: We move fast. Really fast. Speed is critical to every move we make. We prioritize impact, focus on tasks that add immediate value, and relentlessly refine our work to achieve more for our clients. Our pursuit of speed helps propel our journey from incremental to transformational change year over year
- Precision: We may not make the most moves, but we make the right ones—every time. We believe in critical thinking, deep research, thoughtful analysis, and careful work that makes a difference. Through precision, Rho delivers meaningful, impactful results for our company, our culture, and our customers
- Diversity: Rho’ers come from many different backgrounds, specialties, and career paths. Our differences amplify not only our individual potential but also our collective ambition. Our diverse voices, perspectives, and skill sets mean we’re always ready to take on any challenge in any industry
- Empathy: We at Rho consider empathy our paramount company value. We have empathy for our clients, our colleagues, and our partners. We strive to understand them, relate to them, and consider them with compassion in every aspect of our daily work. We are here for all and push forward for all
- Creativity: We push ourselves to imagine exciting new possibilities and outcomes that defy the status quo. We don’t dismiss established practices on principle but consider alternatives through a unique lens, breaking down traditional barriers to innovation, collaboration, and performance
Company HQ
SoHo, New York, NY
Articles
Leadership
Everett Cook
(CEO)Studied International Economics at Vanderbilt, before working in Investment Banking at Deutsche Bank. They were a Senior Analyst at Taylor Woods and Atreaus Capital.
Alex Wheldon
(President & CPO)Founded Trebax Innovations and Kanary Limited. Served as CMO of Smarkets and CPO of Lyst.
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