Customer Support Manager
About the job
About the Company:
Our company is on a mission to help people learn their way to financial freedom through educational courses on trading and finance. Our courses teach you how to take charge of your own finances to make money. This is extremely powerful as it’s a topic that is not often discussed or taught. It’s a truly life-changing program, and we have helped thousands of students achieve their financial dreams. Our team members show up each day feeling empowered and fulfilled by the meaningful impact they get to make.
The Role:
We are seeking a dedicated and passionate Customer Support Manager who thrives working with their internal team. Your primary responsibility will be nurturing and developing a young team, ensuring their growth and success. You will manage each team member individually, quality check their work, conduct one-on-one meetings, and provide the support they need to thrive and develop in their roles. This role allows you to be a leader that your employees look up to, providing you with the opportunity to inspire and cultivate a dynamic and successful team. In addition, you will help build strong, lasting relationships with our student clients, anticipating their needs, and proactively addressing their concerns. By being deeply customer-obsessed, you will not only provide exceptional support but also champion their voice within our organization. Your commitment to ensuring that every student's journey with us is nothing short of exceptional is fundamental to our mission and success. Join us to make a significant impact and leave a lasting legacy!
Responsibilities:
- Manage current CS team of 7-9 direct reports and nurture growth of CS team members
- Quality check each of the direct reports’ individual work and provide constructive feedback
- Conduct 1-1’s weekly with the direct reports to provide personalized guidance in their role
- Address any interpersonal conflict that occurs and embody a solution-oriented approach
- Manage KPIs such as churn rate, dispute rate, lost revenue, etc.
- Know how to strategize and implement future CS goals
Desired Skills and Qualifications:
- 3+ years experience managing a CS team
- Excellent written and verbal communication skills
- Experience addressing and resolving conflictPassionate about mentoring and coaching team members
- Demonstrates strong self-awareness and high emotional intelligence
- Possesses a nurturing and patient demeanor
- Self-sufficient and adaptable, thriving in a fast-paced environment with the ability to manage multiple priorities
Nice to Have’s:
- Interest in trading and our financial educational products
- B2C work experience in a similar industry
- Experience handling disputes and chargebacks
Compensation/Benefits:
- $70k-$75k/year salary depending on experience
- 100% Remote work
- Unlimited PTO
- Competitive Medical, Dental, and Vision Benefit Packages
- Fun Company Retreats Yearly
- 5 Free Mental Health Therapy Sessions
- Performance Awards, Bonuses, and Recognition
- Free Subscription to Calm Meditation