Customer Experience Manager

| Greater NYC Area
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Quadpay was founded in 2018 with the goal to transform the way shoppers pay for their purchases. Would you believe that more than 60% of millennials don’t own a credit card and over 57% of Americans have less than $1,000 in savings? Believe it. Quadpay is helping people make larger purchases accessible with responsible budgeting. We believe in choice and in giving shoppers the freedom and flexibility to manage their purchases in the way that best suits their finances.

We are proud that QuadPay is one of the fastest growing fintech start-ups. We use GSuite to communicate when we aren’t chatting (or often, sending pictures of our pets) on Slack. We’ve got a stocked kitchen and beautiful loft office near Madison Square Park. Our team loves coming to work and has fun during our regular all hands meetings, happy hours, and trivia nights. Come join us! 

You will have accountability and will be responsible for scaling and developing the Customer Service frontlines. With your leadership, the Customer Service teams will continue to meet or exceed both team and individual goals in a highly productive and engaged environment.

What You Will Do:

  • Lead and manage a team of CX team members, including 6 core team members and 30+ outsourced partners as we scale with and support QuadPay.
  • Manage your people resources to maximize productivity, workflow, inbox coverage and customer engagement.
  • Implement new communication channels.
  • Track, analyze, and report performance data (i.e. SLAs, KPIs, CSAT); create structure and process to analyze customer contact data and use that information to drive improvements to the overall team performance & growth.
  • Keep pulse on all customer support contact channels to ensure that they are properly staffed and constantly evaluate what new channels may be needed to meet ever-increasing customer demands.
  • Stand up reporting, dashboards and regular status updates on team performance and efficiency, using data to drive action plans, address gaps and celebrate wins.
  • Manage executive escalations and review sites to customer satisfaction.
  • Enforce our people policies & ensure accurate and timely processing of employee paperwork (including but not limited to payroll & time/attendance, employee changes & employee discipline).

What You Should Have:

  • Experienced in leading, resourcing, and scaling teams
  • Experience managing hourly/non-exempt workers in operations or service teams (our team and our outsourced partner) inhouse and remote.
  • Entrepreneurial spirit or previous experience in early startups. You think outside of the box and are resourceful and fiscally responsible
  • Experience managing regulatory offices (BBB, AG)
  • Experience with Zendesk, G-suite, bonus points for Sift and Stripe

Perks & Benefits

  • Competitive salary
  • Comprehensive Healthcare, Dental, and Vision
  • Flexible WFH policy

Technology is changing the way people interact with the world and we’re bringing that revolution to the way people shop and transact. We allow shoppers to buy anywhere, at anytime - and pay in 4 interest-free, automatic installments over 6 weeks. You get the product right away and QuadPay will pay the merchant upfront. 

We're looking for someone who can join our high-functioning team of passionate support professionals and we value a range of diverse backgrounds, experiences, and ideas. We pride ourselves on diversity and creating an inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.

We're growing very quickly and always looking for talented people to join our team and help transform the way consumers shop and pay!

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Location

Our office is located in the beautiful Flatiron neighborhood of New York City and is half a block from Madison Square Park!

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