Papara has been on a mission to create the best financial experience for its users. With over 20 million users, we are a leading fintech company based in Turkey. We provide fast, simple, affordable, and fun financial services. In short, we are the future of banking and finance.
We use design and technology to give our users the financial experience they deserve. Since we succeed nationally, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day.
Papara offers you an opportunity to use the latest technologies to build scalable, high-performing financial services by using the latest technologies. You will work in a fast-paced environment and be part of a team that constantly develops and renews itself.
If you share that passion and believe in our mission, come and join us!
What You’ll Do?
- Will manage the Back Office team on the Core Domain CX & Operations side,
- Will identify customer issues in customer experience processes and work to simplify and improve these processes,
- Evaluate all customer interactions (voice, written, etc.) to ensure a consistent and exceptional experience at every touchpoint,
- Detect and address challenges in the customer journey through data-driven analysis, offering creative and effective solutions,
- Assess the impact of implemented strategies, refining them to continuously improve customer satisfaction,
- Develop streamlined and proactive operational processes to elevate the overall user experience,
- Work in coordination with Inbound Operations, CX Strategy and Business teams,
- Analyzing the end-to-end resolution processes of user requests, making improvements to increase efficiency and eliminating operational bottlenecks,
- To be responsible for KPIs related to support processes and to follow up and report for continuous improvement,
- Monitoring the team's metrics such as quality, FCR, CSAT, resolution time and evaluating performance regularly,
- Increasing the speed of solutions by ensuring communication and coordination between departments.
Who You Are?
- A graduate of Engineering, Industrial Design, Economics and Administrative Sciences or Social Sciences fields,
- At least 3 – 5 years of experience in Customer Service Design or CX Design, Development, or Operations, preferably in fintech, e-commerce, or internet industries,
- Demonstrates exceptional analytical skills and the ability to make informed, data-driven decisions while effectively communicating solutions,
- Adaptable and quick to learn, capable of managing multiple priorities in a fast-paced and dynamic environment,
- Extensive experience in project management and prioritization, with a strong history of delivering innovative solutions to complex customer challenges,
- Experienced in managing customer experience teams and leading agent teams,
- Preferably proficient in English.