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About Us

Brankas is solving the "last mile" for Open Finance in emerging economies. Since launching in Indonesia in 2017, Brankas is now the leading Open Banking technology provider in Southeast Asia. Brankas’ technology empowers banks, fintech partners and users to build and activate real-time and secure APIs for payments, identity, transaction data, and more.

Our vision is to make modern financial services available to everyone.

Job Title: Customer Experience Manager

Hiring Manager : Head of Growth

Location: Manila, Philippines (Hybrid)

What do you get to do?

The Customer Experience Manager will play a pivotal role in driving customer satisfaction, retention, and growth. This position is responsible for developing and implementing strategies to enhance the customer experience, manage and grow key accounts, and lead a team towards achieving departmental and organizational goals.

1. Strategic Planning and Execution:
   • Collaborate with the Head of Growth to
     • Develop and implement a customer experience strategy aligned with business goals.
     • Establish and maintain bank/ewallet API partnerships to drive transaction growth.
     • Develop proactive processes to flag and manage at-risk whale accounts, preventing churn.
2. Onboarding and Customer Relationship Management:
   • Guide new customers through onboarding, ensuring smooth transition and setup.
   • Conduct training sessions and provide resources to help customers understand the product/service.
   • Build and maintain strong relationships with key customer stakeholders, up to the C-level, ensuring regular check-ins to assess satisfaction and address concerns.
   • Monitor customer accounts for effective product/service utilization, identifying opportunities for upselling and cross-selling.
   • Prepare monthly and quarterly review documents/presentations for customers’ top management.
3. Customer Feedback and Advocacy:
   • Gather and analyze customer feedback to understand needs and pain points.
   • Collaborate with internal teams to implement improvements based on customer insights.
   • Act as a customer advocate within the company, providing insights to product development teams.
4. Issue Resolution:
   • Serve as the primary contact for customer issues, coordinating with support teams for prompt resolution.
   • Escalate complex issues to the appropriate departments as needed.
   • Improve issue/downtime communications to customers through processes or automations.
5. Team Leadership and Development:
   • Lead, mentor, and develop the customer experience team.
   • Create and implement a comprehensive playbook to guide team tasks.
   • Ensure the team is equipped with product knowledge and support to handle customer inquiries effectively.
   • Establish a support system to empower customers to find their own answers.
6. Team Collaboration and Monitoring:
   • Collaborate with sales, marketing, product, and support teams to ensure a consistent and positive customer experience.
   • Share customer insights and feedback with relevant departments to drive improvements.
   • Monitor and report on transaction volumes and customer support team performance.
   • Analyze data to identify trends and areas for improvement.
   • Ensure zero net decrease in overall transaction volume and track key metrics, including a 20% MoM increase in demand side transaction volume growth.
   • Provide comprehensive reports on Customer Support teams' SLA compliance and actions to address any issues.
7. Continuous Improvement:
   • Identify and address issues within the customer experience team.
   • Work with the Head of Growth to create a flagging system for major accounts to manage potential impacts to whale transaction volumes.
   • Ensure the team monitors partner downtimes and reports them to customers and the engineering team for resolution.

What do we look for in you?

• Bachelor's degree in Business, Marketing, or related field.
• Minimum 5 years of experience in customer experience, customer success, or related roles.
• Proven experience in managing and developing a team.
• Strong strategic planning and execution skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong analytical and problem-solving skills.
• Knowledge of the fintech industry and understanding of bank/ewallet APIs is a plus.

Why Join us?

• Predominantly remote work + Flexible working hours.
• Competitive Salary + Performance Based Bonus + Health Insurance + Benefits
• Leaders in Open Banking/Open Finance in South Asia
• (Time Off When Needed) TOWN leave policy (paid time off)
• Outstanding teammates who want to celebrate your success.
• Mentorship & Guidance.
• Excellent leadership and network of individuals.