Customer Education Manager

**About Thunes**

Thunes is a global, fast-growing, and innovative Fintech scale-up that uses technology to disrupt and transform the existing financial system.

We have a strong Mission: to create a better global payments network, and a great Purpose: to connect the world to economic opportunities and address systemic inequality when it comes to financial services.

We are proud to power payments for the world's fastest-growing businesses and work with some of the amazing global brands - from Gig Economy giants such as Uber and Deliveroo and Southeast Asia's super-app Grab, to global Fintech leaders such as PayPal and Remitly.

Our Products help to drastically simplify the Payment integration experience for our customers: with a single, simple connection, businesses and consumers can send payments to - and get paid in - every corner of the world. Instantly.

Thunes is headquartered in Singapore with regional offices in London, Barcelona, Paris, Beijing, Shanghai, Miami, Dubai, Nairobi, Manila, Hong Kong and San Francisco

**Context of the Role**

Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It's important that we continue bringing on board new customers but just as important we need to ensure that our current customers are happy and are being retained.

You will lead **ACE** [Active Customer Education] as part of **Customer Experience Team**. As a Customer Education Manager, you will play a crucial role in driving customer success and retention through effective educational programs and initiatives. Your primary responsibility will be to educate our customers about our products and services to enhance their understanding and usage, ultimately contributing to increased satisfaction and loyalty.

**Responsibilities**
- Offer dedicated support to our high-value customers via calls specifically, to address questions, concerns and requests on our products and services.
- Develop, implement, and manage comprehensive educational content and training programs tailored to our customer's needs.
- Collaborate with the sales, marketing, and product development teams to align educational content with customer needs and product enhancements.
- Stay updated with the latest trends in customer education and implement best practices to enhance learning experiences.
- Constantly analyze the education framework based on the customer discussions and the effectiveness of the process.
- Be data-driven, using ticket data, understand the customer's paintpoints and curate a plant to resolve them - this could be via education, product enhancements or operational changes in the current processes.
- Contribute to the continuous improvement mindset across the CX function.
- Act as the escalation point for all issues raised by internal stakeholders.

**Requirements**:

- 3-5 years of experience in a sales role or customer-facing role.
- Experience within the finance industry, preferable.
- Experience with Zendesk, preferable.
- Experience leading vendor operations (preferably in high-growth, financial services, or technology companies).
- Ability to grasp processes and the technical infrastructure in place to support them.
- Excellent verbal and written communication skills.
- Ability to work cross-functionally and collaborate effectively with various teams.
- Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results.
- Flexible and open to change and new information; adapts behavior and work methods accordingly.
- Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
- Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.
- Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
- Ability to balance time to market with a solution and make the right trade-offs along the way.
- Strong analytical skills: understands and utilizes metrics relevant to role.
- Excellent written & verbal communications, experience with persuading senior audiences, and a desire to work in a fast-paced environment.
- Good interpersonal, influencing skills and able to communicate well with different stakeholders and across cultures and be able to manage through influencing.
- Strong command in English both verbal and written, a second language (one or more Asian language) is a plus and preferred but not required.
- You are action-oriented, with strong organization skills and attention to detail.