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What Customers Want: Scaling Fintech Customer Service

Fintech Takes

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Scaling Customer Service at Chime

This chapter explores the evolution of customer service at Chime, balancing internal team management with BPO partnerships. It highlights the challenges posed by rapid growth and the necessity of structured processes, data categorization, and clear KPIs to ensure effective customer support. Additionally, it emphasizes the importance of proactive operational insights and careful selection of BPO partners to align with the company's customer service goals.

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