Director Customer Service
Toronto, ON, Canada
Full Time
Senior Manager/Supervisor
Director Customer Service
WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate 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, ensuring they drive customer satisfaction, retention and growth. This role owns the Customer experience strategy and its execution working to enhance customer satisfaction and maximize customer lifetime value.
This role collaborates cross-functionally with Sales, Risk, Underwiring, Boarding and Product teams to ensure a seamless customer journey and leverage customer insights to continuously enhance KORTs customer experience.
Customer Experience Strategy & Execution
WHAT WE’RE LOOKING FOR
LIFE AT KORT PAYMENTS
We believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:
Perks and Benefits:
If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you! Send us your application. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!
WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate 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, ensuring they drive customer satisfaction, retention and growth. This role owns the Customer experience strategy and its execution working to enhance customer satisfaction and maximize customer lifetime value.
This role collaborates cross-functionally with Sales, Risk, Underwiring, Boarding and Product teams to ensure a seamless customer journey and leverage customer insights to continuously enhance KORTs customer experience.
Customer Experience Strategy & Execution
- Develop and implement a customer experience strategy aligned with KORTs 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 KORT’ customer journey
- Track and maintain accuracy of customer records in CRM tools (e.g., Salesforce), tracking key performance indicators (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 enhance service delivery
- Continuously refine playbooks, processes, and automation to enhance efficiency. Provide internal feedback to improve product offerings and service delivery
- Partner with Operational excellence teams to assess training needs and deliver impactful coaching on both technical and soft skills
- Ensure consistent service standards across all teams through hands-on support and performance monitoring
- Monitor and analyze key customer experience 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 is also suitable
- 10+ years of progressive leadership experience in operations, customer experience, or related functions
- 5+ year 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 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 peek into what life with us is like:
Culture:
- Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries
- Accountability: Take ownership and be accountable to yourself, the company, partners, and clients
- Collaboration: Leverage diverse perspectives and work as a team to get the job done
- Transparency: Empower success through open communication, honesty, and inclusion
Perks and Benefits:
- Comprehensive Benefits Package: We've got you covered with health, dental, and vision plans
- Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive
- Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work
- Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges
- Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued and your potential is unleashed
If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you! Send us your application. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!
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