🛠 Tech Stack

💼 About This Role

You'll lead a team of CX associates handling customer interactions across chat, email, and phone. You'll drive operational excellence and partner with teams to improve the customer experience. Join a hypergrowth company shaping borderless financial solutions.

🎯 What You'll Do

• Lead and coach a team of CX Associates with goal-setting and feedback
• Oversee daily operations to meet SLAs, QA standards, and escalation protocols
• Monitor key metrics (CSAT, QA, response time) and drive improvements
• Collaborate with Operations, Compliance, and Product on recurring issues

📋 Requirements

• 3-6+ years of customer support or CX experience
• At least 1 year in a leadership or team lead capacity
• Experience with Zendesk, Notion, Google Workspace, and QA platforms
• Analytical mindset with experience interpreting performance metrics

✨ Nice to Have

• Background in fintech, payments, or financial services
• Strong written and verbal communication skills with coaching ability

🎁 Benefits & Perks

• 🌴 Unlimited PTO (min 10 days required)
• ☕ Flexible working with home office stipend
• 🧠 Comprehensive health, dental, and vision plans
• 💡 401(k) with 4% match
• 📦 Equity option plan