Customer Success Manager-Support Operations Management at Self Financial

| Austin
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Self Financial is looking for a Customer Success Manager for Support Operations Management, you will be responsible for managing a team providing high quality support for our customers. You will work hand in hand with your peers to make sure the day-to-day operations of Customer Success run efficiently and effectively. You will engage daily with the Customer Success leadership team to make sure we are well aligned for your team's needs and quality metrics. You will coach your direct reports to improve their performance on day-to-day responsibilities, as well as grow your teams’ skill sets and impact. You will work closely with our Product and Engineering teams to improve our front-end product experience and build better tools for our Customer Success teams while partnering with Product Operations. You will work in a highly collaborative yet autonomous environment where we celebrate our customer's successes and thrive on reaching our own internal goals. This role is located in Austin, TX. and may be eligible for remote work.

 

Who We Are

Self is a venture-backed, financial services startup based in Austin, TX. Our mission is to help millions of people build credit and save money on their journey toward financial security.

 

There are about 100 million people in the US who have low credit scores or who have no access to credit at all. Sadly, there aren’t many options for these people. Most banks aren’t doing anything material to change the situation because it’s not profitable for them to do so. Bad credit or no credit history can be barriers to renting an apartment or getting certain jobs, let alone buying a car or house. And if you can get a loan with a low credit score, you’re very likely to pay a lot more in interest over the life of that loan. If you are passionate about helping others become financially secure, we want to chat with you

 

What You Will Do

  • Manage a team of 4+ Team Leads, each responsible for skills-based Tier 1/Tier 2 support across the omni-channel (phone, chat, email). Each Team Lead is responsible for a team of 7-20 team members (full-time, part-time) based on the team’s areas of responsibilities.
  • Manage the overall day to day operations of the team to reach KPI targets and lead a highly efficient and effective team that delivers the highest quality CSAT/NPS.
  • Partner with the outsourcing leadership team (in house and with our vendor) to make the escalation process smooth and effortless from Tier 1 to Tier 2 Support as we continue to enable additional Tier 1 support queues across the omni-channel.
  • Collaborate with your peers and Customer Success leadership to enable the team to reach or exceed KPI targets (at both team and sub-team levels) and deliver the highest quality CSAT/NPS.  
  • Provide regular feedback to improve individual performance and personal growth at the Team Lead and Specialist roles. Perform quality review analysis for your team through collaboration with the Training and Quality Control Team.
  • Be the voice of the customer to your cross-functional stakeholders to drive product and tool improvements.
  • Recruit and lead hiring of new team members. Own all HR aspects for your team, including performance improvement planning.
  • Report KPI successes and challenges to the leadership team. Report metrics on a weekly, monthly and quarterly basis.

 

What You Bring

  • 10+ years management experience in a high volume customer support, call center or customer success management role required. FinTech experience preferred.
  • Managed teams of at least 40+ team members overall 
  • Critical thinker. Problem solver. Team builder.
  • Proven ability to turn disgruntled customers or detractors into delighted customers and promoters
  • Experience working with outsourcing vendors ideal
  • Strong business problem solving instincts
  • High EQ and ability to build rapport with team members and stakeholders
  • Excellent communication and presentation skills
  • Strong ability to adapt in a fast-moving, startup environment
  • Salesforce.com Service Cloud knowledge strongly preferred.
  • Comfortable collaborating with and managing a team that is remote during COVID

 

Why Self?

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

 

Benefits and Perks:

·        Stock options

·        Quarterly bonuses

·        Generous employer-paid health, vision and dental insurance coverage

·        Flexible vacation policy

·        Educational assistance

·        Free Gym membership

·        Free at-home workout through Sworkit

·        Casual dress code

·        Team happy hours and events

·        Remote work arrangements/ Flexible work schedule

·        Monthly $100 COVID stipend

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • GraphQLLanguages
    • ReactLibraries
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • React NativeFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • SegmentAnalytics
    • BrazeAnalytics
    • TableauAnalytics
    • 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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Equity Incentive Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home full-time remote for specific positions.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
We offer relocation assistance to new employees.
Fitness Subsidies
We offer gym membership for employees.
Home Office Stipend for Remote Employees
Covid Stipend
Professional Development Benefits
Job Training & Conferences
Self offers employees professional development opportunities like an annual individual budget for training.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
We offer paid industry certifications for specific positions at Self.
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