🛠 Tech Stack

💼 About This Role

You'll lead a team of ~15 agents, driving performance through coaching and goal-setting. You'll improve customer satisfaction metrics and processes for a fintech company. This role offers leadership in a dynamic environment with impact on strategic accounts. No marketing fluff.

🎯 What You'll Do

• Lead and manage a team of approximately 15 agents
• Drive team performance through 1:1's, team meetings, and QA coaching
• De-escalate conflicts and engage in customer contacts as needed
• Manage change and navigate adversity within the team

📋 Requirements

• 3-5 years of customer service leadership experience
• 1 year experience with strategic accounts
• Proficient in MS Excel or Google Sheets
• Proficient in Workforce Management applications (Calabrio) and CRM systems (Salesforce)

✨ Nice to Have

• Ability to think and act strategically in a fast-paced organization
• People-oriented demeanor with growth mindset
• Effective leadership in discussions and presentations

🎁 Benefits & Perks

• 🏥 100% paid employee health, dental, and vision plans
• 💰 401(k) retirement plan and Employee Stock Purchase Program
• 🏖️ Flexible time off and 11+ observed holidays and wellness days
• 💪 Wellness and fitness initiatives
• 🎉 Employee recognition and referral programs

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min