Since the first beta version of Friday Finance to now, our company has seen over 5k users. Our customer support evolved and got more structured as the number of people running their businesses through the software grew exponentially. Few people have been more deeply involved in growing our customer base and forming relationships with our users than our recently promoted Head of Account Management, Caroline Schober.
Caroline started as an Account Executive, and through her journey she saw the product evolve from the very start, fostered customer relationships and laid the foundation for the team she now manages at Friday Finance.
Which are the key learnings you gained from the positions you were in since you joined Friday Finance?
One of the biggest learnings I carry is that many things take more time to complain about than to sort them out. If you find a problem, fix it. If you notice something that should be different and that you are able to correct yourself, be proactive and do it.
Also, when talking to people, confidence is key. Of course, this is true for all areas of your life, but especially in a customer-facing job, it is fundamental to share ideas confidently, answer questions with certainty and speak up when necessary. If you think you are not quite there yet, map out your weaknesses and work on them. The progress is inevitable.
Finally, I think that, at all times, you should enjoy the ride. Every job can sometimes be intense and the mindset you approach it with makes all the difference. It is when we push for a lighter atmosphere for ourselves and our colleagues that we can really make a difference for everyone around us.
What are your tips to succeed as a female leader in Fintech?
First and foremost, empathy, delegation, and organization skills are essential for creating a positive and productive work environment. Understanding and supporting your team members, delegating responsibilities, and setting realistic goals will help you lead effectively.
It's also important to know yourself and your leadership style. Identifying your strengths, weaknesses, values, and goals can help you make informed decisions and lead with confidence. Building a network of mentors and connecting with other female leaders in Fintech is a really good way to get insights and support in situations you are not used to.
Taking risks and embracing opportunities for growth and development is another key factor. Effective communication skills, including clear expression of ideas and active listening, are also critical for building strong relationships and working effectively with diverse individuals.
Finally, persistence and dedication are essential for achieving your goals. With determination and hard work, you can make a positive impact on the industry and shape the future of finance.
What advice would you give for someone starting to work with customer experience today?
Delivering excellent customer experience is crucial for any business, and there are several key things to keep in mind when starting to work in this field.
Firstly, having great people skills is essential. You need to remember that there is a person on the other side of the interaction, not just a business: empathy and being able to listen are central, because understanding your customers' pain points is at the core of delivering a great experience. Time management and the ability to navigate shifting priorities are also crucial in account management.
Answering requests promptly and providing estimated timelines for resolution is also important. Finally, giving your customers flexibility by being available through various communication channels can help build strong relationships. Top-notch customer success management requires continuous improvement and attention to detail, and those only come with the right mind and skill sets.
