Papara has been on a mission to create the best financial experience for its users. With over 20 million users, we are a leading fintech company based in Turkey. We provide fast, simple, affordable, and fun financial services. In short, we are the future of banking and finance. We use design and technology to give our users the financial experience they deserve. Since we succeed nationally, we are now on a mission to bring our expertise to the global scale to make millions of transactions every day. Papara offers you an opportunity to use the latest technologies to build scalable, high-performing financial services by using the latest technologies. You will work in a fast-paced environment and be part of a team that constantly develops and renews itself. If you share that passion and believe in our mission, come and join us! What You’ll Do? - Will manage the Back Office team on the Core Domain CX & Operations side, - Will identify customer issues in customer experience processes and work to simplify and improve these processes, - Evaluate all customer interactions (voice, written, etc.) to ensure a consistent and exceptional experience at every touchpoint, - Detect and address challenges in the customer journey through data-driven analysis, offering creative and effective solutions, - Assess the impact of implemented strategies, refining them to continuously improve customer satisfaction, - Develop streamlined and proactive operational processes to elevate the overall user experience, - Work in coordination with Inbound Operations, CX Strategy and Business teams, - Analyzing the end-to-end resolution processes of user requests, making improvements to increase efficiency and eliminating operational bottlenecks, - To be responsible for KPIs related to support processes and to follow up and report for continuous improvement, - Monitoring the team's metrics such as quality, FCR, CSAT, resolution time and evaluating performance regularly, - Increasing the speed of solutions by ensuring communication and coordination between departments. Who You Are? - A graduate of Engineering, Industrial Design, Economics and Administrative Sciences or Social Sciences fields, - At least 3 – 5 years of experience in Customer Service Design or CX Design, Development, or Operations, preferably in fintech, e-commerce, or internet industries, - Demonstrates exceptional analytical skills and the ability to make informed, data-driven decisions while effectively communicating solutions, - Adaptable and quick to learn, capable of managing multiple priorities in a fast-paced and dynamic environment, - Extensive experience in project management and prioritization, with a strong history of delivering innovative solutions to complex customer challenges, - Experienced in managing customer experience teams and leading agent teams, - Preferably proficient in English.
How We Run?
Excellent communication skills, sense of urgency, accountability, and ownership,
Strong problem-solving and analytical skills,
Strong collaboration skills, responsive to project needs and demands in a fast-changing environment,
Passion for learning and continuous improvement,
Ability to work in a team environment as a reliable, responsible, and self-motivated team player,
The first seat in every meeting and interaction always belongs to the user.
Take ownership of every issue we are a stakeholder in and look at events beyond our responsibilities.
As we bring our ideas to life, we pay attention to the details, research, discuss, and finally act quickly.
We don't get stuck with traditional methods and popular opinions; we invent Papara-style ways of doing business.
What We Offer?
Market-competitive salary and pay-for-performance bonuses.
Salary-based private pension plan with 3% company contribution.
Transportation and meal allowance.
We care about your professional development; you can use your learning budget on any platform.
We care about you, private health & life insurance, a Gym in the office, and HPV vaccine.
Free access to all Papara services, 10% cashback on Papara Card payments, and 20% cashback on bill payments via Papara. You can have a Metal Card for free.
Technical equipment package that covers what you need. Internet allowance.
Social activities: Happy Hours, Team Motivation Budget, Football Team, Sailing Team, Rowing Team, Cinema Club, Music Club, Travellers Club, Gastronomy Club etc.
No politics; You will be a part of a team that focuses on productivity and success. You will have the opportunity to work in a dedicated team that cares about your development.
We are against any form of discrimination. We believe that every individual has a unique personality.
Green and pet-friendly campus, Basketball Court, Sleeping Room, and unlimited coffee.We strive to make the hiring process the fastest and most convenient. Come and join Papara!
