As the Manager, Customer Support, you will oversee and lead a team of customer support representatives, providing guidance and support to ensure exceptional customer service. Additionally, you will collaborate with cross-functional teams to address customer concerns, identify and implement process improvements, and drive customer success initiatives.
What You'll Do:
Lead all aspects of the global Support org and deliver on key performance indicators (CSAT, response time and resolution time)
Hire, train and coach a team of customer support specialists to deliver exceptional customer support experiences
Build from the lens of delivering empathetic, effective & valuable customer experiences to each user
Drive strategic initiatives within the Support team and cross-functionally to improve our ability to provide unparalleled customer service
Work with our product team to prioritize features necessary to deliver high-quality experiences to customers
Handle escalated customers alongside the Support & Executive leadership teams
Collaborate with cross-functional teams (product, engineering, sales, etc.) to identify and resolve customer issues and improve overall customer experience as well as around security compliance issues, email deliverability monitoring, and overall quality of service
Create an organizational structure that allows for career mobility
What You'll Bring:
A strong operator with a passion for continual process efficiency
5+ years of experience in customer support management with a proven track record of leading successful support teams at scale
Metrics and results-driven
Excellent leadership, communication, and interpersonal skills
Strong analytical and problem-solving skills
About Tapcheck:
Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.
The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.
How We Get Things Done:
Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.
Humility:
We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
Grit : We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
Raising the Bar : Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
Striving for Growth : We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.
Why Join Tapcheck?
Competitive base
Paid Time Off
Health Insurance
Dental Insurance
Vision Insurance
401K Match
Equal Employment Opportunity Policy
Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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