Complaints Manager & Voice of the Customer (VotC) Lead
Finom
Customer Service
Poland
Posted on Dec 13, 2024
About Finom
Finom is a European tech startup headquartered in Amsterdam—and we’re on a journey towards revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop an all-in-one financial B2B solution that integrates banking functions, accounting, financial management, and invoicing into a seamless, mobile-first platform.
Over the past two years, our team has fuelled exponential growth, securing $50 million in investments and propelling us into hyper-growth mode. We’re on track to become a unicorn start-up by 2025, backed by global funds like General Catalyst (known for supporting Airbnb, HubSpot, KAYAK, and Stripe). Finom has expanded its reach across 10+ EU countries, with a strong presence in key markets like Germany and France.
At Finom, we’re not just redefining the entrepreneurial experience—we’re empowering our employees to make a real difference. Your work matters, and your impact extends far beyond product metrics. We nurture innovation and an inspiring work environment where bold ideas thrive, prioritizing thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and our business as a whole.
Maintaining our start-up spirit, we prioritize thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and, of course, our business.
Role overview
We are seeking a dynamic and detail-oriented Complaints Manager & Voice of the Customer (VotC) Lead to champion customer advocacy across Finom. In this role, you will oversee the complaints management process, ensuring customer issues are resolved efficiently while driving insights to improve processes and prevent recurrence. Simultaneously, you will lead the Voice of the Customer (VoC) program, ensuring that customer feedback is collected, analyzed, and integrated into business strategies.
Key Responsibilities
- Complaints Management
- Lead the end-to-end complaints process, ensuring timely, effective, and empathetic resolution of customer concerns.
- Establish and maintain a robust complaints tracking system to monitor trends and measure performance against SLAs and KPIs.
- Collaborate with cross-functional teams to investigate complaints, identify root causes, and implement corrective and preventive actions.
- Ensure compliance with industry regulations, company policies, and quality standards in handling complaints.
- Prepare and deliver reports on complaints metrics, highlighting insights, trends, and recommendations to senior leadership.
- Voice of the Customer (VotC) Program
- Develop and automate a comprehensive VotC program to capture and analyze customer feedback through surveys, focus groups, and other channels.
- Act as a key liaison between customers and internal teams, ensuring customer insights drive decision-making and innovation.
- Create and maintain dashboards to share VotC insights across departments, providing actionable recommendations to enhance customer experience.
- Collaborate with marketing, product, and operations teams to ensure alignment of VotC findings with business strategies.
- Facilitate regular VotC workshops and presentations to keep customer needs at the forefront of the organisation's priorities.
- Leadership & Collaboration
- Build and mentor a high-performing team focused on complaints resolution and customer feedback analysis.
- Champion a culture of continuous improvement and customer-centricity within Finom.
- Stay updated on industry trends, customer experience best practices, and technological advancements in feedback management.
Qualifications & Skills
- Minimum 2 years of experience in complaints management within a CX department.
- Proven experience in managing VotC programs or customer feedback systems.
- Exceptional communication, problem-solving, and conflict-resolution skills.
- Strong analytical skills with experience using tools like Excel, Power BI, or similar platforms for data visualization.
- Knowledge of customer relationship management (CRM) systems and feedback platforms.
- Ability to manage multiple priorities in a fast-paced environment.
- Leadership and team-building skills with a focus on collaboration and accountability.
The position is open at the company hubs: Poland, Spain, Cyprus
Cyprus: Relocation package is provided.
Spain: we are only able to hire candidates who possess a DNI (for Spanish nationals) or an NIE (for foreign nationals). Relocation support is not provided.
Poland: employment will be under 'Umowa o Pracę' (UoP). Relocation support is not provided.
What You Will Get In Return
Make a genuine impact on the product
Join our upward trajectory, and grow with us. We provide the resources and opportunities for continuous personal and professional development, empowering you to make a genuine impact on our evolving product.
Work in the EU
Embark on this exciting journey with us, working from our elegant offices in Paphos (Cyprus) and Amsterdam (the Netherlands), with upcoming hubs in Poland and Spain. Enjoy the flexibility of traveling and working in a remote/hybrid model across Europe.
Become a stock options holder
Unlock your inner entrepreneur and align your aspirations with ours through our Stock Options Program. This exciting opportunity is available to every team member, from junior team members to our founders.
Receive unwavering support and care
Finom stands by you at every step, embodying our commitment to your well-being and success reflected in our modern, friendly, and eco-conscious corporate culture. We offer constant support and care to ensure your Finom experience is successful and fulfilling.
Work & Swim program
Immerse yourself in our exclusive Work & Swim Program. Spend one month in a comfortable corporate apartment in enchanting Cyprus. It's the ideal opportunity to strike the perfect work-life balance while enjoying breathtaking Mediterranean views.
Equal Opportunity Statement
At Finom, we're an equal opportunity employer and value diversity at our company. We embrace diversity and invite applications from all walks of life. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, disability status, or other applicable legally protected characteristics.