Senior Manager, Support

| Remote
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Our mission is to give renters everywhere greater financial freedom to plan and enjoy their lives.

Our first product eliminates cash security deposits and puts more money back in renters’ pockets. With over $45 billion tied up in security deposits for 110 million renters in the United States alone, it’s time for security deposits to officially become a thing of the past. Tying up money at one of life’s biggest and most expensive moments just isn’t fair.

So we threw out the antiquated “way of doing things” and built a technology-driven insurance product to help bring renting into the 21st century. With Rhino, millions of renters across the country now have the opportunity to save with our award-winning deposit insurance. We’ve already saved hundreds of millions of dollars for renters and are trusted in over 1 million homes nationwide, and most importantly, we’re just getting started...

As the Senior Manager of Support at Rhino, you’ll assume a crucial role on a hungry team that is ready and eager to transform the future of renting. Sitting within the Experience Group, you will be empowered to lead a team through process management, scale and greatest positive impact to our customer experience.

In this role you will:
  • Build and scale teams in support in an increasingly scaled Experience organization. Build an inspiring and inclusive culture that enables people to do their best work.
  • Uphold a top-quality support experience through strong workforce management and adherence to a meticulous quality framework. Establish and ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT
  • Provide strong, dynamic leadership that mentors, develops, and guides leaders to efficiently leverage the value of every interaction for our customers
  • Oversee and consistently improve support processes and workflows. 
  • Work closely with third-party vendors to optimize for scale, operational efficiency and high quality interactions. 
  • Lead monthly business reviews with appropriate partners to review successes and align on opportunities and action plans; deliver reliable and impactful insights.
  • Use data and work with cross-functional business partners to resolve areas of opportunity and design continuous improvement strategies in partnership with senior leadership on Experience.
  • Influence and gain buy-in from stakeholders across the company to develop customer-centric initiatives.
We’re ideally seeking:
  • 3+ years in a Manager or above role in Customer Support/CX., preferably in B2B2C business.
  • 1+ years experience in a CX or Customer Success/Support role.
  • Experience working with CRMs such as: Zendesk and Salesforce. 
  • Experience working with WFM tools such as Tymeshift.
  • Strong writing skills. An expert communicator in both small-talk & high-pressure moments.
  • Excellent time-management skills. Takes the lead on projects while juggling other tasks.
  • Must thrive in dynamic environments. Driven to grow and take on new responsibilities, comfortable taking over project ownership and driving for results. 
  • True team player. Open to accepting feedback to ensure the team’s success.
  • Strong attention to detail, organization skills, with an ability to stay focused on assigned tasks.
  • Phenomenal interpersonal skills when handling and understanding customer needs
  • Proven experience creating processes and solutions that enable a team to scale and deliver better customer experience across omnichannel support. 
  • Ability to analyze data and understand the relationship between customer happiness and the impact on revenue and production.
Benefits:
  • Competitive compensation and 401k
  • Unlimited PTO to give our employees a little extra R&R when they need it
  • Stock option plan to give our employees a direct stake in Rhino’s success
  • Comprehensive health coverage (medical, dental, vision)
  • Remote Work Program to allow for flexibility between home and the office
  • Generous Parental Leave to create a family-friendly culture
  • Wellness Perks (Gym, Classpass, & Citibike Memberships)
  • Commuter Benefits through a Flexible Spending Account
  • Fintech Equality Coalition Founding member

Rhino is committed to the principle of equal employment opportunity for all employees, and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Rhino are without regard to race, color, age, religion or belief, sexual orientation, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Rhino has a zero-tolerance policy against discrimination or harassment based on any of these characteristics. This includes recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.

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Location

Union Square, New York, NY 10005

An Insider's view of Rhino

What’s the vibe like in the office?

I feel connected to my team members in work and leisure - we get right into work but we also like to joke around. Infectious laughter often fills the gaps throughout the day or during lunch when we eat together. There’s even a chance, especially on Fridays, that the late crew will grab a drink and unwind while finishing up for the day.

Yemi

Software Engineer

What projects are you most excited about?

I spend time meeting with Mayors, City Council members, state legislators, and advocacy groups to share how Rhino can bring change to communities and impact the lives of renters immediately. These partnerships are essential in advancing our goal of getting the option to use Rhino in front of every renter.

Jordan

Public Policy Director

What does career growth look like on your team?

My career has grown exponentially since starting a year ago. I’m challenged to lead so much of customer success - it would’ve taken years to acquire this much experience somewhere else. I’m growing my career in tandem with a thriving company, and I feel like my best self everyday.

Jenna

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Twice a month we used to host dinner at our HQ for the whole team. It’s been a tradition since the early days, as a time for everyone to learn about different work streams and unwind, helping to strengthen relationships. Thankfully, we’ve been able to keep that tradition alive and found opportunities to break bread together as a family over Zoom.

Paraag

CEO & Co-Founder

What makes someone successful on your team?

Industry and technical experience will always be important factors but my teammates' curiosity and drive make all the difference. We have a great culture of asking questions and collaborating on projects; our work is rarely a solo act. If this excites you, you'll be in great company at Rhino.

Matty

Growth Marketing Manager

What are Rhino Perks + Benefits

Rhino Benefits Overview

At Rhino we provide our employees with Medical, Dental, and Vision Benefits. Our health benefit programs include Primary Healthcare, Health Savings Account, Health Advocacy, and Virtual Health. In addition we provide Retirement Planning, Commuter Benefits, Voluntary Short-term/long-term Disability Insurance, and Supplemental Life Insurance.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Our dental plan covers 80% of expenses.
Vision Benefits
The vision benefits plan covers 100% of annual eye exams and $150 for glasses and contact lenses
Health Insurance Benefits
Rhino's health insurance policy covers up to 100% of out of pocket expenses.
Life Insurance
Offered to everyone at Rhino, this insurance policy gives you extra peace of mind, including automatic deductions for easy admin.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Easily plan for your retirement by making 401(k) contributions directly from your paycheck and have them reflected in your W-2 for easy admin during tax season.
Company Equity
Rhino offers Incentive Stock Options for employees to purchase company shares at a discounted price.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide generous parental leave.
Flexible Work Schedule
Rhino provides employees with a flexible work schedule that includes flexible start and end times as well as the ability to work remotely.
Remote Work Program
Our remote work program includes work from home, full-time remote for specific positions, and work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Rhino offers pre-tax commuter benefits for all employees which include parking and MTA Subway benefits.
Company Outings
Rhino hosts company outings monthly.
Some Meals Provided
We provide free lunch 8x a month.
Happy Hours
Happy hours are hosted on occasion.
Pet Friendly
Fitness Subsidies
We provide a gym membership subsidy to all employees
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Rhino hosts lunch and learn meetings.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
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