Our client is a venture-backed fintech with a mission to give employees instant access to their earned wages, which solves a major problem for real people, while killing predatory financial products like payday loans. It is the fastest-growing startup in the category and was incubated by QED Capital, a top fintech venture fund.
The company’s app provides earned wage access for employees at mid- to large-sized organizations to improve their financial wellness and to increase employee engagement and productivity.
With many workers living paycheck to paycheck, financial wellness tools are an important part of any employee benefits package. The company gives employees access to the money that they have already earned whenever they need or want it, without needing to wait for the month-end paycheck. The service is mobile app-based, very easy and intuitive to use. There’s a small transaction fee and no interest to pay - a much healthier solution than payday loans or bank overdrafts with their exorbitant charges.
The company’s ultimate mission is to help people attain financial freedom, which starts with giving people full control over their income.
ABOUT THE ROLE:
As our first Customer Support Manager, this is a great opportunity to own and scale the processes of a small but mighty, and growing, team. We are looking for a Support Manager who can roll up his/her sleeves to be the point of ticket escalation as needed, and at the same time provide the leadership and motivation needed to develop and scale his/her team.
RESPONSIBILITIES:
● Maintain Rain Technologies SLAs by pitching in when the volume of incoming tickets exceeds team bandwidth
● Become the escalation point for ticket issues prior to triage with engineering and product team
● Lead, motivate and mentor support team members in a dynamic environment via a process-driven culture through continuous feedback and weekly scheduled 1:1 meetings with your direct reports
● Work with Implementation and Onboarding team to compile and present reports on support team performances to leadership team
● Implement processes to improve teams efficiency, SLAs and survey scores
● Serve as the voice of the customer and act as a liaison between customer and Rain Technologies stakeholders
● Be a subject matter expert on the Rain Technologies and Salesforce platform
WORK EXPERIENCE AND REQUIREMENTS:
● 3+ years in Customer Support Manager role in a D2C environment, preferably within a 24 hours support environment
● Must have experience in SaaS
● ZenDesk and Intercomm Experience
● Familiarity with Jira or similar bug tracking development tool
● Excellent written and verbal communication skills
EXTRA REQUIREMENTS THAT MAY BE USEFUL IN THIS ROLE:
● FinTech Experience
● Start Up Experience
● Mobile Technology Experience