Senior Customer Experience Manager

About Fonoa

Fonoa's goal is to change how companies globally handle their taxes, and we're committed to building world-class products. We are processing more than 300 million transactions per year and helping clients like Uber, Zoom, Teachable scale their businesses globally.

Our team is fully distributed. We give people the freedom to work wherever and how they want, enable more fluid communication and put our time where it matters the most - decisions. We are curious, dedicated, and humble. We are building a workplace that fosters inclusivity, openness, and trust, where we can all be authentic and human in everything that we do. We trust the expertise of our employees and give them the freedom to solve complex problems to make taxes simple, automated, borderless, and accessible for the internet economy

Products

Fonoa has a suite of API products that automate tax-related workflows for any internet company. Those products are Lookup, Tax, Invoicing and Reporting

We may discover novel customer needs as we learn, and spin up new products as needed. We expect our Customer Experience team to own them as they pop up.

About the role

As a part of our Customer Experience team, you will be responsible for providing a world-class support experience to our clients. We are looking for someone to build long-lasting relationships with our customers and be their internal advocate within Fonoa. For that, you will work closely with our product, infrastructure and operations teams to address the causes of customers issues and make sure that we solve them.

As well, you will also be responsible for managing some operational projects on a larger scale, across our global operations. Those projects will focus on developing processes, creating structure, define policies and best practices.

What you will be doing:

• Be the internal advocate and champion for our clients. You'll be on the front-line interacting with daily users and stakeholders of our tax products
• Spend the majority of your time communicating and troubleshooting our clients; technical issues, product support and operational knowledge of how our products work for their environment to help them solve their problems
• Work with Product, Engineering and other Operations teams to diagnose and solve technical problems
• Work with Product and Engineering teams to design and build products and tools to provide a better customer experience to our customers
• Leverage client feedback and communicate this to teams to help us understand what our clients need
• Facilitate and assist the team to achieve operational excellence
• Recommend and implement ideas for improving support operations and customer experience
• Partner with the management team to define customer experience strategy and roadmap
• Build the support system and documentation to scale along the strong business expansion in front of us

You would be a great fit if:

• You are fully proficient in English. Written and spoken, as we are a bunch from around the world, but we work in English.
• You have a strong sense of ownership, you care about what you do, and that you are doing the right thing that serves your customers.
• You're an experienced customer support or customer operations professional serving a technical product.
• You have a strong customer-centric mindset, with knowledge and experience of ways to deliver world-class support
• You understand how to prioritise, escalate queries that impact our customers and have the business acumen to find the best solution for clients You're a builder at heart, you like the opportunity of having tons of exposure, making things work for a company long term, and have an entrepreneurial attitude for anything that comes your way.
• You have prior experience with data analysis or using technical tools to troubleshoot a range of client issues
• You are either eager to learn or comfortable scaling and customer experience teams in high-growth environments.
• You are comfortable with change, either in priorities, goals or deadlines. You see this more as an opportunity than a hurdle. You are also comfortable with challenging the status quo and pushing for change yourself.
• You're looking to make a serious impact, and are excited about working in a high growth startup.

Note:

If you feel you don't have the full experience we're looking for but feel you could be a bit fit, are willing to learn, do apply anyway! We are trying to build a diverse and inclusive team.

Why Fonoa?

Compensation

• Our salary range depending on experience is ?50k - ?75k per year
• Attractive equity to keep you positively incentivized

Our culture

We are builders at heart

• We are a collective of independent and deep thinkers.
• We are curious, committed, and humble.
• We work with dedicated, open-minded people from all backgrounds who bring in their different perspectives to help us on our mission to make taxes simple.
• We're passionate about making a real impact.

We work remotely

We're building a fully distributed team. We like writing to communicate when meetings are pointless and meet when it matters. This allows us to work flexibly, efficiently, and focus on achieving goals.

• We focus on deep work and put our time where it matters the most, decisions.
• We trust you to work on your terms. You decide how you work and where you work.
• You have ownership over your work that directly influences the roots of our company.

We make taxes simple

• We are on a mission to eliminate the manual work when dealing with taxes on online transactions.
• We have ambitious goals to make taxes simple, automated, borderless, and accessible for internet businesses around the world.

Our perks

• 25 days annual leave (plus any local public holidays).
• Top tech gear and flexible budget to build your ideal remote office.
• Bi-weekly lunches paid by Fonoa.
• An unlimited budget for learning is on us. Whether you want to attend a conference, do a course or purchase books or tools, we want to support you as much as we can
• Company offsite 2x per year in attractive locations.
• A book club where you can order any book you would need or like to read
• Weekly fitness sessions with our online trainer

Our ways of working

• Remote work and async, work from anywhere in the world.
• Co-working spaces if you want to switch things up.
• Option to meet team members regularly to do creative work and bond in person.
• The best idea wins; we're all ears when it comes to ways to do things better.
• Frequent visits to virtual Fonoa HQ and our Fonoa island on Mibo.
• Product first culture

Other reasons

• We are backed by leading VC firms who have invested in many successful companies (Index Ventures and Omers Ventures)
• The size of the market and the opportunity we have is massive, and we're well placed to be disrupting it.
• Flat hierarchy, open, honest and feedback-driven principles.

Our take on equal opportunities

Fonoa gives equal opportunities to everyone. We look at individuals for what they bring to the organisation and for who they are as people regardless of ethnicity, race and background.

We currently have over 20 nationalities in our team, we're continuing to build a diverse team as we want to work with the best people, from all over the world.

Our Hiring Process

We see hiring as a human process. A two-way conversation to see if there is a good fit between you and us. As a startup growing quickly, we also like to keep things streamlined, and currently, our process won't include a live task, whiteboards or technical assessments.

An idea of your hiring journey with us:

• Meeting with Recruiting to introduce each other and explore mutual interests.
• Follow up via email to cover other questions in a written manner
• 1-hour conversation with the hiring team to get to know each other and see if you would be excited to work together.
• 1-hour conversation with one or more of our co-founders
• Offer
• We aim to give you the best candidate experience, keep you updated and be transparent with our feedback along the way.

Sounds interesting?

If we have convinced you, do apply. And if we haven't yet, check out some more reasons why you should join us.