💼 About This Role

You'll manage a team of 10-12 Account Operations Advisors, focusing on career growth and complex customer situations. You'll own team performance against core metrics like SLA and CSAT, using data to drive coaching and improvements. This role offers the chance to lead high-impact operational projects and influence product and finance initiatives.

🎯 What You'll Do

• Manage and develop a team of 10–12 Account Operations Advisors
• Own team performance against SLA, CSAT, productivity, and adherence metrics
• Act as final escalation point for complex customer issues
• Lead operational projects including SOP design and quality scoring frameworks

📋 Requirements

• 5+ years in customer support
• 2+ years experience leading managing teams
• Excellent communication and conflict resolution skills
• Proven track record driving operational improvement projects

✨ Nice to Have

• Restaurant, SaaS or FinTech experience

🎁 Benefits & Perks

• 💰 Competitive base salary with zones based on location
• 📈 Equity and bonus/commission eligibility
• 🏥 Health and wellness benefits
• 🏖️ Flexible PTO
• 🌍 Remote work option

🚩 Heads Up

• Requirements list 'Great communication' but no specific years for soft skills
• Salary range varies by zone but full range is broad ($90k-$184k)