Cx Operations Manager Jobs

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. Since our founding, our app has been downloaded over 13M times and we have provided access to $15 billion in earnings.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world class talent onboard to help shape the next chapter of our growth journey.

Position Summary

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large scale 24x7 operations supporting various channels.

We are looking for an enthusiastic leader and people manager to own and drive customer support (CS) operations for Earnin products including customer support processes & procedures, tools & systems, metrics & KPIs, and work hands on with our contact center partners and mid-sized 24x7 operation. The ideal candidate is well versed in managing and motivating employees, scaling contact center operations, utilizing tools, project management, and process improvements to drive phenomenal customer experiences, agent efficiency and cost reduction. The ideal candidate demonstrates a sense of urgency, curious, loves challenges, managing complex problems, and partnering with cross-functional parts of the business to execute and drive outcomes.

The US base salary range for this full-time position is $84,000 - $126,000 + equity + benefits. Our salary ranges are determined by role, level, and location.

This is a remote position.

What You'll Do

• 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.
• Design and manage the workflows of customer support channels, including escalations end-to-end and meet or exceed escalations response time SLA.
• Help define, own, and scale the customer support experience for Earnin products including processes, procedures, workflows, and escalations end-to-end.
• Launch and manage programs and projects based on operational areas of needs and challenges
• Analyze data and insights to identify and share opportunities to improve product and service quality.
• Partner closely with Product and IT teams to manage roadmap for CX tools improvements (CRM, AI, homegrown tools)
• Monitor and report on contact center KPIs and metrics. Keeping efficiency and effectiveness top of mind,
• Partner with Product and Engineering teams to improve products, processes and the resulting customer experience for our community: Own the lifecycle of CX incidents from first report ⇒ full resolution. Help team manage CX<>Product feedback loop process regularly sharing product insights and highlighting opportunities.

What We're Looking For

• Ability to collaborate with team members, and assist with maintaining a highly motivated team.
• Highly organized and comfortable planning and leading projects involving cross-functional stakeholders.
• Bachelor’s degree or equivalent experience.
• Excellent written and verbal communications skills
• Outstanding interpersonal skills and empathy for customers.
• Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry.
• 5+ years experience in CS operations for a rapidly growing organization preferably FinTech and/or financial services.
• SQL a plus
• Hands-on leadership, curious and open to deep dive and analyze data and tickets

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience, but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.
EarnIn does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.