Director, Client Service

About Us

Rho is on a mission to make finance frictionless for business. Our team and technology power high-performing companies with an end-to-end finance platform that seamlessly enables teams to safely conduct and manage company cash and spending across commercial-grade banking, corporate cards, A/P and more.

About the Role

Expert support is a competitive advantage for Rho. We are looking for an experienced Director of Customer Service, who will be responsible for enhancing this competitive edge. Your will focus on elevating our service standard, ensuring excellent operational delivery, and building a high-performance culture within our global support team. You will lead a team of 15-20 Associates and 2-3 line managers, and report to the SVP of Customer Experience. The ideal candidate has a passion for exceptional customer service and a track-record of running high-performing teams in a fast-paced fintech environment.

This role is based out of our New York City office 5 days per week.

Responsibilities

• Day-to-Day Team Management: Act as mission control for the customer service team, overseeing daily operations to ensure high-quality service delivery and immediate issue resolution.
• Client Communication Improvement: Elevate the communication standards of the team with clients, ensuring effective and interactions across all channels (phone, chat, and email).
• Training and QA: Provide ongoing training and development to enhance team skills. Oversee and refine QA processes to uphold service standards,
• Process and Protocol Improvement: Build and revisit operational processes and protocols to create consistent issue resolution and service delivery that aligns with our SLAs.
• Talent Acquisition: Lead the hiring process domestically and internationally to ensure a world-class customer support team.
• International Travel: comfort with traveling to Rho's office in Belgrade 3-4 times a year for facetime with the team.

Qualifications

• Experience: 10+ years of customer service/support experience, including a minimum of 3 years in a management or leadership role.
• Industry Background: Prior experience in fintech or technology, ideally within a high-growth startup environment.
• Exceptional Communication Skills: Proven ability to enhance team communication abilities and deliver superior customer interactions.
• QA & Training Expertise: Strong background in quality assurance, documentation, and protocol development.
• Technical Proficiency: Familiarity with Zendesk or similar customer support software is required.
• Organizational Skills: Excellent multitasking, prioritization, and problem-solving abilities in a fast-paced environment.
• Talent Development Experience: Demonstrated success in hiring, training, and developing customer support professionals.

Our people are our most valuable asset. The salary range for this role is $165,000 - $191,500. Base salary may vary depending on relevant experience, skills, geographic location, and business needs. In addition to base pay, Rho offers equity, healthcare benefits and paid time off.

Diversity is a core value at Rho. We’re passionate about building and sustaining an inclusive and equitable environment for all those involved with our mission, including employees, contractors, candidates, customers and vendors. We believe every member of the Rho community enriches our ability to provide a broad range of ways to understand and engage with the market, identify problems, and drive solutions that align with our mission. We welcome all qualified applications and support each of our Rho’ers with ongoing professional growth opportunities.