Overall Responsibilities:
Develop the support strategy for new product feature launches.
Support the strategy and delivery of the customer care experience for Payments users including developing processes, innovating service models, and scaling support operations in partnership with our cross-functional teams.
Manage, collect & analyze Voice of the User (VoU) and Top User Issues (TUIs) to improve the user experience and our customer service operations
Develop systems and protocols to drive up quality while removing inefficiencies and cost from operations.
Drive alignment with other teams to ensure a consistent user experience and an efficiently run operation across markets.
Top 3 Daily Responsibilities:
Develop support strategies and prepare support operations for new product feature launches
Investigate escalations and underlying causes of user support trends to identify meaningful patterns, enhance user help journeys and improve early identification of issues.
Improve and streamline processes to drive efficiencies
Mandatory Skills/Qualifications:
Bachelor's degree or equivalent practical experience.
3+ years of experience in project management or program management
Aptitude for problem solving, particularly around data analysis and analytical reasoning.
Interest in customer support and user experience; strong sense of user focus.
Self-starter with a track record of project management in complex organizations with shifting priorities.
Proven good judgment in navigating and resolving sensitive situations.
Experience working across different time zones and with culturally diverse teams.
Excellent written and oral communication skills.
As an equal opportunity employer, ICONMA pride itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, Sexual orientation, citizenship, or disability.
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