About ZetaZeta is a
Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.Our flagship processing platform - Zeta Tachyon - has been built ground-up in the last seven years and is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together acquiring, issuance, processing, lending, core banking, fraud amp; risk, and many more capabilities as a single-vendor stack.
15M+ cards have been issued on our platform globally.Zeta Tachyon offersRich digital-first cardholder experiences, Native embeddable banking supportHyper-Personalization Policy Engine to launch segment-of-one card programsWeb-based product configurators to launch in days vs. quarters. Rapid innovation amp; extensibility via APIs, event streams, and more, Modern amp; intuitive web-based back office experiences, Next-gen regulatory risk amp; compliance capabilities
Our strategy is to work with large Issues in multiple markets. In India, the 10th largest financial institution in the world by valuation - HDFC Bank is migrating their credit cards, debit cards, deposits, loans, and all of their retail banking from Fiserv and Oracle Flexcube to Zeta over the next four years.
In the US, we are working with multiple mid and large-sized Banks with multi-million card portfolios.
Zeta has over
1700+ employees - over
70% in technology roles - across locations in the
US,
EMEA, and
Asia. We raised
$280 million at a
$1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
About the RoleYou would be the leading amp; heading our SAAS support for US clients (Banks amp; Fintechs). This role requires you to efficiently build, manage amp; excel customer success team in India amp; US. What would you be working on?
- Build and manage a team in India as well as in the US
- Recruit, train and build professional development plans for your team members
- Track and review the performance of the team on a consistent basis, conduct feedback sessions with team members
- Plan initiatives to empower the support team to transition into a more solutioning function hence reducing dependency on Product Management or Solutioning teams
- Develop a deep understanding of our business model, our product offering and our Saas relationship with our ClientsOwn online and offline support documentation and work with marketing and product to ensure it is updated
- Constantly improve the percentage of Customer queries answered by guiding them to the online documentation and the percentage of queries answered by the Support team using the offline documentation or the knowledge base
- Set up a robust training structure for your team
- Measure the effectiveness of the Support provided by your team using KPIs and Metrics around response times, response quality and effectiveness of the documentation. Publish these internally and externally. Your OKRs will revolve around these KPIsReview and improvise existing policies to scale up on existing quality standardsDrive the vision for Customer Experience at Zeta Tachyon across Inbound and Outbound customer channels including social media channelsEstablish formal service-level agreements for commitments to internal and external stakeholders, and iteratively improve upon delivery standards.
- Conduct timely reviews with our Clients and gather feedback to track the overall NPS score of our Clients and take KRs to improve them quarterly
- Design customer service processes that scale at every point in the customer lifecycle including sales, onboarding and retention
- Be the voice of the customer in the leadership team working closely with product, marketing and engineering teams to implement insights and product improvements to continuously improve customer experience
Who can apply for this role?
- 12+ years of overall experience
- 8+ years of experience building and leading teams that deliver exceptional customer service5+ years of experience in leading Customer Support for a Technical Saas product to the US clients
- Demonstrated ability to hire, promote and develop talent
- Demonstrable expertise in defining SLAs and building processes to ensure adherence.
- Fundamental knowledge of internet technology and functionally applicable software to infer statistical data.
- Should be ready to travel within India amp; overseas, as required