Client Success Manager [Sms/Digital]

At Beyond Finance, we’ve made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, supportive user-centric technology, and customized financial solutions, we’ve helped over 300,000 clients on their path to a debt-free life.

While we’re proud of what we’ve already accomplished (over $2 billion in resolved debt), we're searching for new collaborators to help us get to the next level! If you’re looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.

We are seeking a highly motivated and experienced Client Support Manager to join our digital team. As a Support Manager, you will play a pivotal role in enhancing the effectiveness and productivity of our chat, sms, and email support teams by developing and implementing comprehensive enablement programs. You will collaborate closely with cross-functional teams, including Strategy & Operations, Training, and Product Management, to ensure our support teams have the knowledge, skills, and tools necessary to provide exceptional customer support.

Responsibilities

• Foster a positive team culture: Promote a collaborative and supportive environment within the support teams. Encourage knowledge sharing, cross-training, and recognition of achievements.
• Monitor and analyze support team performance: Track and analyze support metrics, such as response times, ticket resolution rates, and customer satisfaction scores. Identify areas for improvement and implement appropriate actions to drive performance and efficiency.
• Team Leadership: Manage and mentor a team of team leaders and agents, providing guidance, training, and performance feedback to ensure high levels of productivity and customer satisfaction.
• Stay up-to-date with industry trends: Keep abreast of industry best practices, emerging technologies, and customer support trends. Share knowledge and insights with the support teams to foster a culture of continuous learning and improvement.
• Collaborate with cross-functional teams: Work closely with Strategy & Operations, Training, and Product teams to align enablement initiatives with business goals and priorities. Provide input on product updates and enhancements based on support team feedback.
• Support content creation and knowledge management: Collaborate with subject matter experts to develop and update support content, including knowledge base articles, macros, and process documentation.
• Develop and implement support enablement strategies: Design and execute strategies to enable the support teams, including onboarding programs, ongoing training initiatives, and continuous improvement plans.

Requirements

• Strong understanding of customer support operations, processes, and best practices.
• Project management skills, with the ability to lead and prioritize multiple initiatives simultaneously.
• Experienced in digital support tools and technologies for ticketing, quality, WFM.
• Self-motivated and proactive, with a passion for continuous learning and development.
• Proven experience in support enablement, digital support (chat/sms), or related roles, preferably in a technology-driven organization.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at various levels.
• Background in client support or similar demonstrating a deep understanding of front-line support.
• Analytical mindset with the ability to leverage data and metrics to identify trends, diagnose issues, and propose solutions.

Why Join Us?

For Eligible Full-time Employees, We Offer

While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us.

• 401(k) matching program
• Generous PTO, paid holidays, and paid parental leave
• Merit advancement opportunities
• Career development & training
• Considerable employer contributions for health, dental, and vision programs

And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.

Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.