Senior Manager, CX Operations

2 weeks agoUnited States

About Earnin:

Earnin is a community-supported financial platform with a suite of tools that let people take control of their financial future. Earnin started out by solving one of the greatest – and least discussed – inequities in the American financial system: the practice of employers paying workers bi-weekly. Earnin's core product, Cash Out, allows people to access the pay they've already earned. There are no loans or hidden costs. People pay what they choose. Other products include: Balance Shield, which helps prevent overdrafts, a financial calendar that helps people budget and schedule payments, and Tip Yourself - a revolutionary free social savings app.  

Funding: Series C, current funding partners include Andreessen Horowitz, DST, Matrix Partners, Ribbit Capital, Felicis Ventures and March Capital. 

Join us and help build a new financial system focused on fairness and people’s needs.

You can help make a difference!

About the Team:

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large scale 24x7 operations supporting various channels. 

We are looking for an enthusiastic leader and people manager to own and drive customer support (CS) operations for Earnin products including customer support processes & procedures, tools & systems, metrics & KPIs, and work hands on with our contact center partners and mid-sized 24x7 operation.  The ideal candidate is well versed in managing and motivating employees, scaling contact center operations, utilizing tools, project management, and process improvements to drive phenomenal customer experiences, agent efficiency and cost reduction. The ideal candidate demonstrates a sense of urgency,  loves challenges, managing complex problems, and partnering with cross-functional parts of the business to execute and drive outcomes.

This is a remote position.

What You'll Do:

  • Define, own, and scale the customer support experience for Earnin products including processes, procedures, workflows, and escalations end-to-end.
  • Build and manage a passionate, high performing Tier 3 technical support team including escalation and incident processes, resolution of issues, and related communication. 
  • Own the contact center vendor relationship and KPIs. Align with senior leadership on contact center KPI targets and contractual obligations, closely monitor and review performance, and keep our support partners accountable. 
  • Keeping efficiency and effectiveness top of mind, design and manage the workflows of customer support channels, including escalations end-to-end and meet or exceed escalations response time SLA. 
  • Partner closely with Product and IT teams to manage roadmap for CX tools improvements (CRM, AI, homegrown tools)
  • Collaborate cross-functionally with IT, Product, and Engineering on the selection, customization and use of CX systems, applications and other technology tools to support automation and optimization of the CX org and workflows.  
  • Partner with Product and Engineering teams to improve products, processes and the resulting customer experience for our community: Own the lifecycle of CX incidents from first report ⇒ full resolution. Create and manage CX<>Product feedback loop process regularly sharing product insights and highlighting opportunities. 
  • Analyze data and insights to identify and share opportunities to improve product and service quality.

What We're Looking For:

  • Bachelor’s degree or equivalent experience. 
  • 7+ years experience managing CS operations for a rapidly growing organization preferably FinTech and/or financial services.
  • 5+ years people management experience in technical support with a strong track-record of building and leading high performing teams.
  • Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry.
  • Ability to hire, coach, mentor team members, and maintain a highly motivated team.
  • Outstanding interpersonal skills and empathy for customers.
  • Highly organized and comfortable planning and leading projects involving cross-functional stakeholders.
  • Outstanding written and verbal communication with all levels of the business from C-level to Customer Support. 
  • Ability to lead and execute with a sense of urgency to achieve business outcomes. 
  • Hands-on and willing to get hands dirty on execution.
At Earnin, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience, but also in perspective. We celebrate our diversity and strive to create a culture of belonging. Earnin does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. Earnin is an E-Verify participant. 
Earnin does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
Client-provided location(s): United States
Job ID: 2826876