Customer Service lead (Deposit)
About the team
Salmon Customer Service — a team that makes our customers' lives easier across every product in the company. We build a universal, scalable service layer: clear support flows, smart tools, shared standards, and solutions that work for all products. Our goal is simple: remove friction, help people solve their tasks quickly, and create a service experience that truly feels wow.
About the role
This role owns the service layer for Salmon's Deposits and Daily Banking products. As we launch and scale the deposit business, we need someone who turns every new feature, rule, or policy into a clear, reliable, user-oriented customer service process — and keeps that service running smoothly day to day. The role combines analytical thinking, operational clarity, and cross-team collaboration to make sure our deposits service is reliable, scalable, and continuously improving.
You'll be the key link between Product, Operations, and CS — ensuring that every new feature, rule, or policy is translated into user-oriented customer service processes.
Responsibilities
Process Design & Documentation
- Map and document how customer requests within Deposits and Daily Banking are handled (by agents or bots)
- Create and maintain step-by-step flows and BPMN diagrams for core and edge cases
- Ensure clarity, accuracy, and relevance of all processes over time
Launch & Change Readiness
- Prepare the Customer Service team for new product launches, policy updates, and new tools within the Deposits and Daily Banking scope
- Translate business and product changes into concrete CS actions (scripts, macros, workflows)
- Build project plans, align with other teams, and ensure timely implementation
- Proactively surface risks and blockers and work across teams to resolve them
Execution & Quality Control
- Monitor whether requests are handled as designed
- Track key metrics (handling time, satisfaction, process adherence, SLAs)
- Identify root causes for deviations and address them with the relevant teams
- Handle incidents and escalations within the deposits scope
Continuous Improvement & Alignment
- Propose and drive changes to simplify or improve customer processes
- Sync with Business, Product, Training, and QA to ensure alignment
- Collaborate with Data Analysts to measure the impact of improvements
- Coordinate across CS, Product, Engineering, Risk, Compliance, and other departments on the deposit customer journey
Requirements
- 2+ years of experience as a business analyst, service lead, process analyst, or similar role in fintech, banking, BPO, or a digital company (Customer Support background is a strong plus)
- Prior experience in fast-paced environments (fintech, tech, BPO, e-commerce)
- Experience in describing and optimizing business processes — proficient in BPMN and tools like Lucidchart or Draw.io
- Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)
- Understanding of CRM systems and ticketing platforms
- Strong project coordination and stakeholder management skills
- Analytical, structured, and detail-oriented mindset
- Experience working across multiple teams or departments
- English B2+ (English-speaking work environment)
Additional Requirements / Preferences
- Experience in a regulated environment (banking, microfinance, payment systems)
- Background in deposits, current accounts, cards, payments, or daily banking products
- Experience with Jira / Confluence
- Understanding of self-service and proactive customer communication concepts
- Experience launching new products or features from a service-operations perspective
