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Job Description
EarnIn is seeking a Manager of CX Operations to lead and scale customer support for its products. This role involves managing customer support processes, tools, and metrics, as well as working with contact center partners. The ideal candidate will be adept at managing employees, scaling contact center operations, and using data to improve customer experiences and agent efficiency. This is a hybrid position based in the Bay Area, requiring in-office work 2-3 days a week.
What this role involves:
- Defining and scaling the customer support experience for EarnIn products.
- Monitoring and reporting on contact center KPIs and metrics.
- Designing and managing workflows for customer support channels.
- Launching and managing programs and projects based on operational needs.
- Partnering with Product and IT teams to manage the roadmap for CX tools improvements.
- Collaborating cross-functionally with IT, Product, and Engineering on the use of CX systems.
- Improving products and processes to enhance the customer experience.
- Owning the lifecycle of CX incidents from report to resolution.
- Analyzing data and insights to identify opportunities for improvement.
Requirements:
- Bachelor’s degree or equivalent experience.
- 5+ years of experience in managing CX operations for a rapidly growing organization, preferably in FinTech or financial services.
- Proven experience with leadership, business acumen, problem-solving, critical thinking, and analytical skills.
- Hands-on leadership and a willingness to analyze data and tickets.
- Ability to collaborate with team members and maintain a highly motivated team.
- Outstanding interpersonal skills and empathy for customers.
- Excellent written and verbal communication skills.
- SQL skills are a plus.
What this role offers:
- Opportunity to help define, own, and scale the customer support experience for EarnIn products.
- Chance to partner with Product and IT teams to manage the roadmap for CX tools improvements.
- Collaborate cross-functionally with IT, Product, and Engineering on the use of CX systems, applications and other technology tools to support automation and optimization of the CX org and workflows.
