Senior Director, Customer Care

About Versapay 🚀

For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually

Think you might be the next Veep to join? Read on!!

Our Values 

⭐️ We obsess over our customers. 

⭐️ We help each other. 

⭐️ We embrace diversity. 

⭐️ We find better ways. 

⭐️ We get things done. 

⭐️ We own it. 

Here’s how you’ll have a huge impact here – and on your career:

As the Sr. Director of Customer Care, you will be responsible for driving customer satisfaction, improving customer retention, and promoting customer advocacy for our Customers. You will lead a team of Customer Care Managers, acting as the contact point between the first line of defense and the senior executives at Versapay and our customers. Your technical expertise will be utilized to enhance service delivery and provide world class customer service.

This role will provide you with a meaningful opportunity to grow professionally, as you will be expected to regularly present your efforts in conceiving, defining, delivering, monitoring, and refining Versapay’s approach to Customer Care, in order to maximize business results.

Reporting to the Chief Payments & Customer Operations Officer, you will collaborate closely with cross-functional teams to ensure the seamless delivery of exceptional customer experiences and drive long-term value for our clients. To be successful, you should have roughly 10+ years of experience leading customer facing teams within a SaaS and/or Fintech company that provided exposures to the Payments industry. To accomplish this, you will need to refine and establish new KPIs and metrics to measure the effectiveness of customer care initiatives, track customer health, and drive accountability across the team. A Bachelor’s or Master’s Degree, is required.

This role is responsible for delivering an exceptional customer experience by developing the appropriate engagement using automation and tools that meet the customer where they are, which will be measured through customer satisfaction and NPS scores. The leader of this team is expected to bring strategic operational thinking, and an ability to turn insights into plans for continuous process and automation improvement. This role encompasses partnering to design and implement innovative solutions to serve our clients using advanced analytics and Generative AI techniques, with a particular emphasis on expeditious resolution, enhanced support, and client advocacy

• Leading Change: Optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring Versapay's customers are successful. Which means you’re also identifying areas for ongoing product development, with the intention to streamline processes and improve the customer experience before issues become issues.
• Escalations and Crisis Management: You are in charge of resolving and dealing with customer escalations while maintaining an excellent relationship with the customer. You are to manage communication with internal leadership and clients from engagement to resolution. You will respond to escalations by providing high-quality problem-solving support, advice, and guidance to internal and external customers while maintaining appropriate process and system governance. You will resolve client escalations, drive post-mortem root cause analysis and recommend and implement improvements to ensure long-term remediation of issues. This requires staying current with product changes and strategies to enhance our service delivery and drive customer satisfaction.
• Collaborate for Success: Collaborate with internal teams regarding Customer Care strategy and delivery on key metrics / results through collection, analyzing and summarizing data and trends to surface insights to the broader leadership and product teams.
• Build Partnerships: Versapay's VEEPs are friendly and much of their success is around teamwork. You’ll collaborate across Versapay’s teams from support, professional services, customer success, sales and marketing and much more, from the moment customers are onboarded and beyond.
• Track and Report Progress: You will develop, track, and communicate metrics of success and insights for improvement. Ensure closed-loop reporting and follow up for all customers, with an emphasis on delivering exceptional customer care. Define and track key customer success metrics, including NPS, customer health scores, churn rates, and expansion revenue. Use data-driven insights to continuously improve the customer experience.

• Customer Obsession: Resolute focus on needs of the customer above all. Views problems through the customer’s lens first, basing decisions and team prioritization around their needs. You are obsessed with creating, providing, and improving on world class customer experiences, with an “outside-in” mindset viewing the world through Versapay’s customer’s eyes.
• Payments Experience: You have a great knowledge of the Payments eco-system, having worked with a broad range of payments clients at all different levels.
• Leadership: You’re a leader with a 10+ years’ experience leading customer-facing support teams with a commitment to (and track record) providing exceptional customer experiences. Experience in a growing SaaS-based company is preferred.
• Coach: You’ve worked in a fast-paced environment, led, grown and developed teams, thinking about internal mobility, growth plans and skill development for people you’d led. Bonus points if you’ve led remote teams.
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and open-minded approach to new challenges. Able to seamlessly alternate between various tasks, projects and roll with the punches when things change (and take your team along the journey).
• Resourceful: You’re resourceful, resilient and proactive in your approach to managing internal and external stakeholders – flexible and a collaborator committed to the success of Versapay’s customers. Sees beyond the day-to-day grind to ensure that they’re continuing to put the customer first and provide an awesome experience for them. Period.
• Platform/Tools Expertise: Experience with Salesforce Service Cloud, Zendesk, and Jira are beneficial, as well as web technologies, system integration, API concepts and systems interoperability. While you might not be in the weeds all the time, knowing how to leverage these tools to build and maintain process, manage and guide team performance.

#LI-Remote

All of our Veeps live out our core values: 

We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.