Director, Customer Success Operations
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.