Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.
Location: UK (London)
Hybrid role - Office visit up to 2x a week in London
Role Purpose:
As Customer Support Manager, you will lead the next phase of our customer support operation across the UK and Europe. You will be hands-on, overseeing day-to-day support activities, driving efficiency projects, and implementing cost-effective solutions to scale a high-quality operation. Reporting to the Director of Support, you’ll collaborate with key stakeholders—such as Compliance, Finance, Product Support, Risk and Fraud, and Account Management teams—to ensure smooth workflows and continuously enhance the customer experience.
This role provides a unique opportunity to set up and optimize new processes while building an engaged, high-performing team. You will drive initiatives to introduce self-service tools, optimize service channel configurations, and refine telephone/IVR services—all while creating a culture of accountability, continuous improvement, and excellent customer care.
Key Responsibilities:
- Team Leadership & Management
- Build, mentor, and manage a remote support team across the UK and Europe.
- Foster a culture of accountability and continuous improvement, ensuring operational excellence.
- Conduct regular performance reviews, providing constructive feedback to both internal team members and vendor partners.
- Operational Optimization & Cost Management
- Identify and implement process improvements that enhance efficiency while managing operational costs.
- Collaborate with stakeholders to define and execute improvement projects, ensuring alignment with business objectives.
- Drive initiatives to reduce manual work through automation and self-service solutions (e.g., chatbots, AI agents, knowledge base).
- Service Channel Management
- Oversee all customer support channels (portal, telephone, email), ensuring SLAs and quality standards are met.
- Configure and optimize service channel workflows, including analytics and reporting.
- Manage telephone services (VoIP, IVR queues, call recordings) to ensure effective and compliant communication.
- Cross-Functional Collaboration
- Work closely with Compliance to stay aligned with GDPR, PSD2, and other regulatory requirements.
- Partner with Product Support, Finance, Risk & Fraud, and Account Management teams to resolve cross-functional issues efficiently.
- Act as a point of escalation for complex or high-priority customer issues, bridging the gap between the business and outsourced vendors.
- Performance & Project Management
- Develop and monitor KPIs (e.g., SLA compliance, response times, ticket resolution rates, cost metrics) to track performance.
- Manage multiple projects simultaneously, from concept through completion, ensuring timely delivery.
- Provide clear and concise project updates to senior leadership, highlighting successes, risks, and areas for improvement.
Measures of Success:
- SLA & KPI Targets
- Consistently meet or exceed agreed-upon response and resolution times (e.g., tickets, calls).
- Maintain or improve CSAT scores and quality metrics.
- Cost Optimization & Efficiency
- Demonstrate measurable reductions in operational costs while maintaining or improving service quality.
- Increase the adoption and effectiveness of self-service tools (chatbots, knowledge base) to reduce manual workload.
- Team Performance & Morale
- Achieve strong vendor management outcomes, evidenced by stable or improved partner performance.
- Foster a high-morale environment, measured by positive feedback in team engagement surveys and low turnover rates.
- Regulatory Compliance
- Zero compliance breaches or audit failures related to GDPR, PSD2, or other relevant regulations.
Key Skills and Competencies:
- Hands-On Leadership
- Proven capability to lead and develop remote and/or outsourced support teams, driving performance and culture.
- Operational Optimization & Cost Management
- Strong background in identifying process inefficiencies, implementing improvements, and managing budgets/costs effectively (or working within defined cost parameters).
- Technical Proficiency
- Deep knowledge of Zendesk (or similar CRM), including ticketing workflows, reporting, and automation.
- Familiarity with telephone/IVR systems, call quality monitoring, and AI-driven support tools.
- Project & Stakeholder Management
- Experienced in defining project goals, timelines, and deliverables, with a track record of successful project execution.
- Skilled at coordinating with other departments (e.g., Product Support) to resolve complex issues.
- Analytical & Data-Driven
- Adept at using metrics (e.g., SLA compliance, cost per ticket) to identify trends, manage performance, and inform strategic decisions.
- Customer-Centric Mindset
- Committed to delivering empathetic, efficient, and solutions-focused support experiences.
- Compliance Awareness
- Knowledge of key regulatory frameworks (GDPR, PSD2) within the support context.
Qualifications:
- Essential
- Demonstrable experience in leading a customer support team (remote and/or outsourced).
- Proficiency in Zendesk or similar platforms for customer support management and reporting.
- Experience with AI-driven support tools or chatbots.
- Proven track record of operational optimization or cost-efficiency improvements in a support environment.
- Strong communication and interpersonal skills, with the ability to collaborate effectively across functions.
- Desirable
- Exposure to e-commerce or payments industries, particularly alternative payment methods.
- Familiarity with telephone services (VoIP, IVR, call monitoring).
- Certification or formal training in project management methodologies.
