Manager, Customer Experience
Stash is investing, simplified. We are an investing platform that makes it easy for anyone to start with as little as $5. Through empowering our users with education and guidance, we help investors learn the basics so they can do it themselves. At Stash, we are working toward a future where investors are as diverse as our world.
At Stash, helping customers is our top priority and we’re looking for a driven, articulate, problem-solver to join our dynamic Customer Experience team. As our Customer Experience Manager for Quality, Enablement and Learning, you will provide exceptional, personalized customer service and will be the first point of contact for all inquiries, issues, and product requests. When customers have problems, you’ll investigate and dig deep to communicate potential solutions, identifying trends or patterns and leveraging technology to address pain points
As the first point of contact with Stash, you’ll be in a unique position to improve our customer’s experience by sharing customer and product insights with our product, marketing, and tech teams. If are passionate about technology and problem solving, then this could be the role for you!
What you'll do:
- Position yourself as a Stash brand ambassador by being helpful, supportive, and kind
- Identify trends and patterns in customer issues
- Suggest product improvements to help us acquire and retain customers
- Manage and monitor all Quality Programs
- Conduct QA as required
- Maintain all onboarding documentation and customer playbooks
- Conducting regular needs assessments and providing recommendations on how to develop the team across systems, skills, and dialogic preferences
- Lead call listening for all Stash employees
- 10 hr/weekly Direct Phone Customer Support
- Other CX responsibilities as required, including weekend on-call responsibilities
What we're looking for:
- At least 4 years of experience in a customer service role
- An interest and/or experience in financial services
- Great communication skills, both written and verbal
- A passion for solving problems
- A friendly demeanor and a solutions-oriented approach
- Empathy and the belief that the customer always comes first
- The desire to educate and help users
- An eye for detail, strong organizational skills and the ability to work independently and under pressure
- Commitment to going above and beyond
- Passion for people, training, and learning
- Bachelor's Degree
**No recruiters, please