Process Optimization Manager, PAIR Finance
Focus: Customer Service
AI-driven debt collection management solutions
Open for applications
AI-driven debt collection management solutions
101-200 employees
Open for applications
101-200 employees
Company mission
To manage open claims efficiently without putting a strain on customer relationships.
Role
Who you are
- Successfully completed academic education in Business, Computer Science, Business Informatics, or a related field, or a commercial education
- 3+ years of practical work experience in a process- or IT-related role in customer service, sales, or business development
- Strong stakeholder management and communication skills
- Solid application knowledge of technical tools, experience in handling analyses and reports
- Fluent English language skills in both written and spoken form, German language skills are a plus
- Initial experience in working with CRM tools (e.g., Zendesk, Salesforce, Twilio, AWS Connect)
- Experience in process modeling, for example, using BPMN (Business Process Modeling)
What the job involves
- We are looking for a CRM and Process Optimization Manager (m/f/d) to independently work on projects focused on improving revenue, reducing costs, and enhancing service quality through process optimization, automation, and CRM tools - while working closely with teams such as Tech and Customer Support
- Drive and implement projects aimed at optimizing revenue, reducing costs, and improving quality across the organization. You will raise, and execute strategic internal projects with stakeholders from Product, Data Science, and Customer Support
- Enhance customer service operations by improving tools and processes, automating request management, and expanding digital self-service solutions such as chatbots, call routing and call flow management
- You are the key contact for our customer support tools and service providers around ticketing and calls, with the opportunity to shape both our support infrastructure and long-term customer service strategy
- Manage relationships with service providers and support outsourcing decisions, with a strong focus on our CRM, and Customer Support tools and providers
- Stay up to date with emerging trends and technologies, contributing to the development of innovative features and processes in close collaboration with our Tech teams
Our take
Flexible payment options are essential for reaching as many customers as possible, but methods such as "buy-now-pay-later" often lead to payments never being made. In this event, businesses generally resort to debt collection agencies, but this can come across as intimidating, damage customer relationships, and prevent overdue customers from returning.
PAIR Finance leverages artificial intelligence to analyze customer interactions and behavioral data during the debt collection process in order to identify how to make customers more open to payment of their debts. The company also provides industry-specific services for credit scoring, portfolio purchasing, and customer retention, custom-designed for E-Commerce, Banking, Energy Providers, and other industries.
Debt collection is a process that has remained stagnant for decades and has not been innovated upon past simple developments such as digital payment plans. PAIR Finance has therefore found a unique niche in the market by investigating what makes customers avoid paying their debts, how to make them more open to doing so, and using machine learning to develop frictionless debt collection strategies.
Steph
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2020
$2.4m
EARLY VC
Dec 2017
$5.3m
SERIES A
Total funding: $9.9m
Company benefits
- Company pension and other benefits to add up to an excellent all-round package
- Flexible working hours and 28 days leave a year for a healthy work-life balance
- Good pay for strong performance
- An international team of professional colleagues and strong experts making up an inspirational network
- Team events for a successful team
- Individual development opportunities and a transparent, nurturing feedback culture for your own personal career path
- Challenging, varied tasks along a steep learning curve
- Modern office with fresh fruit, muesli and drinks to create a pleasant working environment
Company HQ
Charlottenburg, Berlin, BE
Leadership
Stephan Stricker
(CEO & Founder)Experienced as Member of Board and Managing Director for nevaly between 2016 and 2017. Co-founded PAIR Finance as CEO in 2016.
Salary benchmarks
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