Job Description
📋 Description Lead a multi-channel CX team across email, live chat, and phone. Own day-to-day performance, SLAs, and customer outcomes. Build operating rhythms, staffing, coaching programs, and standards. Use data to manage channel performance, capacity, quality, and productivity. Identify recurring pain points, surface bugs, and drive product/customer improvements. Hands-on leader who can troubleshoot issues and manage escalations. 🎯 Requirements 5+ years in CX/Support; 3+ years managing frontline teams in SaaS/fintech. Experience leading multi-channel support (chat/phone); launching/scaling channels. Build/improve ops processes, workflows, escalations, quality programs, and KPIs. Proven coaching and performance management of frontline/quality staff through growth. Data-driven with KPIs; Intercom or similar help desk; strong cross-functional comms. Bonus: startup/fintech, AI or automation in support. 🎁 Benefits 95% coverage of medical, dental, and vision. One-time $250 WFH setup. $500/year Learning & Development. $150/month cell phone + internet. $100/month Wellness. $100/month Co-working and Commuter Benefit. Flexible PTO. Inclusive, equal-opportunity employer.
