Customer Experience Operations Specialists

Salary Range: $60,000 - $70,000

We're looking for a Customer Experience Operations Specialists to join our team in New York as part of our Client Services function.

Your team: You will join our global Customer Experience Team as part of our Client Services function. You will be based in New York and we offer a hybrid of working in the office once a week and working from home. On select occasions, we may require you to work additional days in the office.

Your Role: You will be responsible for delivering a premium customer experience for all events in our Money20/20 portfolio, leading on our flagship event, Money20/20 USA. We’re looking for someone who thrives in a fast paced environment and is passionate about exceeding customer expectations. 

You will report directly into the Head of CX Operations and will be responsible for up to 2 direct reports, also based in New York.

This role is essential to the delivery of Money20/20 USA therefore you must be available to travel to the Money20/20 event every year in October. The 2024 travel dates are 25-31 October 2024. 

Please note that you may be required to travel or work over select weekends or public holidays for the event, this time is returned in lieu. There will also be an opportunity to attend additional Money20/20 events including the Netherlands and Thailand.

Key Responsibilities 

• This role will oversee all aspects of customer service including maintaining SLA targets and customer satisfaction levels. You will manage up to 2 Customer Service Coordinators and will be responsible to develop, inspire and motivate the team to delight customers beyond expectations.

• Onsite at the events, you will be customer-facing and will manage the badge pick up desks, supporting registration staff and resolving any queries or complaints.

• You will project manage initiatives focused on enhancing the customer experience across all touch points of customer service. This includes producing content for the online portals, writing brochure website copy and collaborating with Marketing on show related communications.

• You will be responsible for producing a weekly report on statistics, customer themes, sentiment and you will actively suggest proposed changes to improve the user experience of purchasing a pass and present findings back to relevant stakeholders on a regular basis

• During peak customer service periods, you may be required to hire and train seasonaltemporary customer service staff and motivate them to meet SLA targets and excellence values.

• You’ll deliver the end-to-end escalation process for cancellation requests, ensuring requests are escalated to Finance and all actions are executed promptly. 

• You will be a Money20/20 advocate and become an expert across all Money20/20 shows to confidently be able to explain our pass types, benefits, and mission both internally and externally.

• You will support the department with ad hoc attendee reporting requests from the business.

• Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion.

Your Experience

• You must be willing and able to travel to the Money20/20 USA event in Las Vegas in October every year. The 2024 travel dates are 25-31 October 2024.

• Proven experience of line management, ideally in an events or customer service role.

• Experience using Google Suite, Salesforce and Live Chat platforms (highly desired)

• Excellent organisational skills required; must be able to handle multiple projects and produce a high volume of quality work within tight deadlines.

• Customer-oriented, taking pride in exceeding attendee expectations.

• Excellent written and verbal communication skills, with substantial copywriting experience.

• Comfortable working in a fast paced and changing environment

If you don't meet every single requirement, we'd still encourage you to apply. At Money20/20, we are committed to creating a diverse, inclusive and authentic workplace, so if you are excited about this role we would still like you to apply.

Who are we? 

Money20/20 is the world’s leading