OverviewDirector Customer ServiceWelcome to KORT Payments, where innovation meets excellence. We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission is to empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our enterprise-grade platform, along with a veteran management team, helps us deliver unparalleled service and satisfaction. As we expand our presence in the U.S. market, we bring proven solutions and an innovative approach to new industries, operating under the KORT Payments banner alongside Merrco, Payfirma and Barnet.Location:TorontoEmployment Type:Full-time, New position, HybridSalary Range:$80,000 - $100,000What you will be doingThe Director Customer Service is responsible for leading and scaling the Customer Experience team, ensuring they drive customer satisfaction, retention and growth. This role owns the customer experience strategy and its execution, working to enhance customer satisfaction and maximize customer lifetime value. This role collaborates cross-functionally with Sales, Risk, Underwriting, Boarding and Product teams to ensure a seamless customer journey and leverage customer insights to continuously enhance KORTs customer experience.Develop and implement a customer experience strategy aligned with KORTs brand promise and business goalsFoster a customer-first culture that emphasizes value-driven success strategiesCollaborate with internal teams (Sales, Product, Professional Services/onboarding) to enhance KORT’s customer journeyTrack and maintain accuracy of customer records in CRM tools (e.G., Salesforce),



tracking KPIs such as NPS and retentionTranslate strategic vision into actionable programs and tools for customer service, installations and customer success executionUse customer data and analytics to drive strategic decisions, improve product offerings and enhance service deliveryContinuously refine playbooks, processes, and automation to enhance efficiency. Provide internal feedback to improve product offerings and service deliveryPartner with Operational Excellence teams to assess training needs and deliver impactful coaching on technical and soft skillsEnsure consistent service standards across all teams through hands-on support and performance monitoringMonitor and analyze key customer experience metrics including NPS, VoC and Productivity KPIsLead data-driven initiatives to improve customer satisfaction and operational efficiencyOversee escalation processes and support teams in resolving customer complaints effectively and empatheticallyWhat we’re looking forBachelor’s degree in Business Administration, Marketing, Retail Management, or related field. Preferred but relevant experience is also suitable10+ years of progressive leadership experience in operations, customer experience,



or related functions5+ years of management experienceProven track record of developing and executing customer experience strategies in a high growth environmentExperience managing teams and influencing cross-functional stakeholdersFamiliarity with call center operations and performance managementStrong strategic thinking with ability to translate vision into actionable plansAdvanced analytical skills with proficiency in interpreting CX metrics (NPS, CSAT, CES & productivity KPIs)Excellent communication and presentation skills to influence senior leadership and frontline teamsLife at KORT PaymentsWe believe work should be fulfilling and fun. Here’s a peek into life with us:Culture:Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundariesAccountability: Take ownership and be accountable to yourself, the company, partners, and clientsCollaboration: Leverage diverse perspectives and work as a team to get the job doneTransparency: Empower success through open communication, honesty, and inclusionPerks and Benefits:Comprehensive Benefits Package: Health, dental, and vision plansFlexible and Inclusive Work Setting: Work-life balance and flexibilityFun Events: Team-building activities and company-wide celebrationsProfessional Growth: Ongoing learning opportunities and career developmentWork Hard, Play Hard: A dynamic environment where contributions are valuedIf you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!#J-18808-Ljbffr

📌 Director Customer Service - $80,000 - $100,000 A Year (Toronto)
🏢 KORT Payments
📍 Toronto