Customer Service Supervisor

Phoenix
Operations
Full-time

Come drive the transformation of financial services, solve big problems and make a meaningful difference in people’s lives. Join the Upgrade team, the same team that built Lending Club and is now set to innovate again. Upgrade is combining a marketplace lending approach with credit monitoring and credit education features designed to be even more helpful to more people. The company is still at an early stage; this is your opportunity to join early and have a significant impact.
 
Come join a team of just over 100 talented and passionate fintech engineers, product, credit, finance, legal, compliance, operations and marketing professionals.  We are looking for new team members who get excited about constantly learning, and always seeking to design and implement new and better solutions.

Team:
You will be the first and very important leadership hire for our brand new Operations center in Phoenix. Customer experience is critical to the success of our company. Our role is to help our customers troubleshoot, problem solve, better understand their personal finances, and ultimately exceed expectations by delivering a delightful experience. We’re tasked with ensuring our borrowers have consistently great experiences with us and will measure it by maintaining a best-in-class Net Promoter Scores and Customer Satisfaction Scores. No matter what the channel (email and phone to start; chat, self-service, and social media to follow) we aim to deliver service that goes above and beyond. Great service to us will be personal, human, educational, quick and through, and above all delightful. And we’re going to scale quickly.

Challenge:
We’re looking for a dedicated, people-oriented Customer Service Supervisor to guide, mentor and inspire our incredible team of Customer Service Representatives. The right person is a self-starter, go-getter, motivator, and can connect online and offline with their team, and our customers. Your leadership challenge will be to determine when and how you motivate and inspire your team.

Role:
Our Customer Service Supervisor coaches and develops a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. This is a role for someone who considers themselves a natural born leader who loves coaching, challenging, and developing people in a competitive fashion to drive world class results. Your job is all about partnering with the leadership team to deliver unparalleled service while fostering a fun and enriching work environment.

Responsibilities:
Passionately coach and develop a team of 10-15 customer service representatives who have the skills and tools to delight our customers and exceed their expectations
Spend at least 70% of your day on the floor with your team actively monitoring calls, emails, and chats to ensure quality while actively coaching your team on any areas for improvement
Drive your team toward exceeding operational goals, using metrics to ensure efficiency, quality, and customer experience in day-to-day operations.
Mentor, inspire, and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers
Act as the first point of escalation and troubleshooting for customer, systems or transactional issues within the team.
Act as the primary point of contact for systems training, call, and email quality improvement within the team
Lead weekly team meetings to ensure team understanding of company initiatives, goals, as well as your team’s performance against our KPI’s.
Partner with members from our Product, Engineering, Marketing and Executive teams while representing the voice of our customers
Collaborate with our Phoenix and San Francisco offices to develop and implement best practices
Help to attract and retain top talent to the team
Create and implement reward and recognition programs to drive performance and foster a positive cultural environment.
Report to our Director of Customer Service

Skills:
3+ years experience leading world class customer service or customer-focused teams / managing others performance
Experience managing teams using data and analytics with a proven track record of increasing CSAT & NPS scores
Experience maintaining a competitive organization by attracting, training, managing, developing and retaining top talent
Proven track record of implementing new solutions from end to end, including strategy, planning, and execution. You should be equally comfortable utilizing process improvement, change management, and operational analytics to achieve results and outcomes.
Excellent writing, email, phone and organization skills. Strong verbal communication skills coupled with strong computer skills.
An unshakable passion for service. We take customer support really seriously and you should too!
Tech fluency – you’re an expert in our product and can learn new technology at lightning speed and teach others
The ability to identify initiatives to drive efficiency and customer satisfaction
A proven track record of building strong, tight-knit teams who connect with each other
Comfort with a rapidly evolving work environment; you don’t just roll with change--you are prepared to initiate and thrive in it
Have a flexible schedule and willing to work early mornings and some Saturday's as needed

Bonus:
Call center and/or contact center experience
Experience with Zendesk as a customer management and servicing tool
Financial services, compliance and regulatory experience
Experience with call forecasting and scheduling
Experience with Payment Processing in Financial Services
Experience in a fast paced startup environment

Benefits/Perks:
Competitive compensation and benefit package
Plenty of delicious snacks and drinks to satisfy your morning or afternoon hunger
Team happy hours & off-sites
The ability to grow your career by being one of the very first new hires at potentially one of the next Fintech unicorns

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.