🛠 Tech Stack

💼 About This Role

You'll lead a team of customer care professionals, driving KPIs and shaping support strategy at a fintech company focused on employee financial wellness. Your impact will include optimizing support channels and collaborating cross-functionally to embed a customer-first mindset across the organization. This role offers the chance to architect the future of support while working fully remotely.

🎯 What You'll Do

• Lead a team of Customer Care individuals to deliver on operational KPIs
• Monitor customer service performance on agent and team level
• Support team with 1:1s, coaching, and real-time feedback
• Manage escalated customer communications through to resolution

📋 Requirements

• 4+ years experience in a support environment with inbound communication
• 2+ years people leadership experience managing performance
• Process improvement and change management experience
• Experience with Intercom, Zendesk, Jira, or HubSpot

✨ Nice to Have

• Cross-functional project collaboration experience
• Product and industry knowledge
• Experience with automation or outsourcing

🎁 Benefits & Perks

• 🏠 Permanently Remote work forever
• 🎉 Flexible Time Off with you-do-you program up to 6 weeks
• 🏥 Instant Benefits from day one: medical, vision, dental
• 👶 Inclusive parental leave top-up
• 💪 Wellness stipend and increased mental health coverage

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Application Review· 1 week
2. 2Recruiter Screen· 30 min
3. 3Hiring Manager Interview· 1 hour