Director, Customer Success Operations

| Austin | Hybrid
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Company Description

Self Financial, Inc. helps consumers establish and build credit history. We are a venture-backed, financial services startup based in Austin, TX. Self is disrupting financial services through democratizing access to establish credit. We welcome candidates who are innovative, dependable and hardworking and seek an open opportunity to rise to a level that fits their abilities and drive. We only seek the best. We're incredibly passionate about building financial products that help consumers. If you are too, we'd love to chat with you.

Position Description: Director, Customer Success

Headquarters in Austin, TX. Director’s location is flexible.

Self is building a community of people who are looking to better their lives by building credit history. You will lead our 20+ person Customer Success team and be responsible for providing high quality support for our valued customers through email, chat, and phone support. You will report to the VP of Operations, who will support you to meet and exceed company level objectives. Your scope will include providing reactive support operations for customer loan onboarding, day to day payments and credit reporting questions, credit card originations, customer offboarding, and payouts. You will manage your team to set goals, project milestones, and personal growth targets across Customer Success. Ultimately, you will be responsible for our customer’s end to end journey and satisfaction with Self’s products and services.

Responsibilities:

  • Lead the customer success organization in servicing over 500K active consumer loans and credit cards, as well as build out “follow the sun” support
  • Establish and manage to team goals and KPIs such as customer wait time, customer satisfaction, and average handle time
  • Coach and mentor your direct reports towards personal and career development, empowering them towards continuous improvement and larger impact to the business
  • Be the voice of the customer, leveraging data and insights, to influence product enhancements leading to improved customer experience and reduced contact rates
  • Establish streamlined, quality controlled, consistent policies and procedures to ensure customer complaints (CFPB, BBB) and bank partner questions are resolved in a timely manner, mitigating risk for the company
  • Seek out new technologies to help your team scale (card fulfillment, check processing, chat bots, etc)
  • Report team performance and metric updates to our executive team regularly

Requirements

Skills and Experience:

  • 4+ years in fintech or card operations or banking operations
  • 2+ years people management experience preferred
  • 2+ years working with bank partners and card processing partners preferred
  • Exceptional written communication and presentation skills
  • Strong business problem solving mindset and root cause analysis instincts
  • High EQ and ability to build rapport with team members and stakeholders
  • Strong ability to adapt and excel in a fast-moving, startup environment

Benefits

Our compensation and benefits are competitive, but there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. Over 64 million adults in the U.S. do not have a credit score due to a lack of credit history. Self is solving this problem with innovative technology and partnerships.

Our perks include:

  • Competitive Pay
  • Stock options
  • Generous employer-paid health, vision and dental insurance coverage
  • Enjoy our vacation policy – there is no policy, balance matters
  • Educational assistance
  • Free gym membership
  • Plenty of snacks and drinks provided
  • Casual dress code
  • Catered company lunches on Mondays and Wednesdays
  • Team happy hours and events
  • Downtown Austin office space

How we act with each other is how we act with our customers. We are direct, transparent and respectful, and we hope you embrace that approach.

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • GraphQLLanguages
    • ReactLibraries
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • SegmentAnalytics
    • BrazeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • ContentfulCMS
    • MailChimpEmail

Location

Our company is in the heart of downtown Austin overlooking the world-famous sixth street district and the Texas State Capitol building.

An Insider's view of Self Financial

What’s the vibe like in the office?

We are constantly growing and facing new challenges, but everyone works well together. Our company events are always fun and a good way to get to know each other better. We are a very tight-knit group, and I wouldn't have it any other way!

Joanna

Customer Success Team Lead

What projects are you most excited about?

The best part about being at a company at this stage is being able to build data infrastructure and marketing programs from the ground up. I'm most excited to build out our entire retention marketing strategy to drive increased user engagement. We're utilizing a great growth automation system that allows us to do some really cool things.

Tim

Director of User Acquisition

How has your career grown since starting at the company?

Since joining Self, I've had the opportunity to develop my skills in both our frontend and backend repos. I've also learned a lot about working together with stakeholders to create new features or resolve bugs. I definitely feel like a stronger engineer having worked on this team and learning so much from my colleagues about maintainable code.

Kristin

Software Engineer

What is your vision for the company?

Most financial institutions cast aside those considered low-to-moderate income. We help people with fundamental aspects of financial health – building credit, using it wisely and saving money. My goal is to continue building a company of highly talented and collaborative people driven by a mission of helping people achieve financial stability.

Brett

Chief Marketing Officer

How do you collaborate with other teams in the company?

As a fast paced work environment, collaboration is key. It’s great to work with people who are willing to help each other out. If you have a question, it’s as easy as walking to their desk to ask!

Jorge

Compliance Manager

What are Self Financial Perks + Benefits

Self Financial Benefits Overview

We're located in downtown Austin with a direct view of the Capitol! Being in the heart of the action creates an exciting place to grow the company and make a huge impact for our customers.

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes work from home full-time remote for specific positions.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
Company equity
Equity Incentive Plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
We offer relocation assistance to new employees.
Fitness stipend
We offer gym membership for employees.
Onsite gym
Professional Development Benefits
Job training & conferences
Self offers employees professional development opportunities like an annual individual budget for training.
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, leadership mentoring.
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
We offer paid industry certifications for specific positions at Self.

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