Company intro

Tend is the world's first neobank powered by the social engine of its membership. We exist to create financial wellbeing together, empowering our community to build the next generation of financial services with us. Our open banking ecosystem brings leading products and features — including banking, payments, shopping, travel, insurance, credit monitoring, artificial intelligence and more — under one umbrella. In addition, we share the revenue of Tend with our membership, allowing the community to benefit from our mutual growth.

Role highlights

As the Customer Satisfaction Lead reporting to the Head of Customer Satisfaction you will be a critical member of the Operations team responsible for working in a cross-functional capacity to provide top-tier supervision and leadership of internal and external customer satisfaction agents.  You will provide oversight of all day-to-day operations and serve as the primary point of contact for all customer escalations, facilitating resolution to all customers in a timely and professional manner.

Role expectations

Responsible for supervising external/internal contact center operations, including systems and analytics, identifying and resolving problems; preparing documents, completing action plans; driving process improvement and quality assurance programs.

Assists in managing daily functional workflow assignments, processes to enhance departmental effectiveness including the implementation of new processes, products and services while maintaining quality and service level standards. 

Handles escalations tickets/calls from contact centers/clients, hearing their concerns, empathizing with the situation, and working towards an agreeable solution with the client.

Ensures that performance metrics are continuously met, and that stellar customer care is provided at all times.  

Prepares Contact Center performance reports by collecting, analyzing, and summarizing data and trends, and produces those reports to upper management on a daily, weekly or monthly basis.

Ensures support operations are compliant with all departmental and company policies and standards

Role requirements

Minimum 3 years professional experience in a retail customer service or general customer service call center environment.

Strong problem-solving and analytical skills, driving to the root cause of customer issues, providing immediate resolution or guidance.

Prior experience working in a fast-paced start up environment requiring a roll up your sleeves mentality of doing whatever it takes to get the job done.

Demonstrate common sense, creativity, flexibility, and good judgement in making timely and sound decisions.

Excellent communication, customer service and interpersonal skills.

Preferred – Call Center experience in a Retail Bank Demand Deposit or Lending Support environment.

Preferred - Bilingual Proficient verbal and written communication skills in English and Spanish.

Benefits

Tend offers a competitive benefits package including medical, dental, vision, and pharmacy coverage with health savings/flexible spending accounts (with eligible plans). Ancillary benefits such as disability, commuter benefits, and others are also available. Tend offers a 401(k) matching program up to 4% of salaries, and tailored training/continuing education. Additionally, we believe employees who are aligned with Tend's mission are fully capable of managing their own productivity, and therefore offer the flexibility of unlimited paid-time-off.

Equal Opportunity note

Tend is committed to maintaining a diverse workforce and an inclusive work environment. Tend does not condone discrimination in employment, employment-related decisions, or in business dealings on the basis of race, color, ancestry, age, sex, sexual orientation, religion, disability, ethnicity, national origin, veteran status, marital status, pregnancy, or any other legally protected status. Tend will provide an environment free of discrimination to our associates, customers, members, and suppliers.