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Care Operations Manager



Palo Alto, CA, USA
Posted on Thursday, May 16, 2024

About Earnin:

Earnin is a community-supported financial platform with a suite of tools that let people take control of their financial future. Earnin started out by solving one of the greatest – and least discussed – inequities in the American financial system: the practice of employers paying workers bi-weekly. Earnin's core product, Cash Out, allows people to access the pay they've already earned. There are no loans or hidden costs. People pay what they choose. Other products include: Balance Shield, which helps prevent overdrafts, a financial calendar that helps people budget and schedule payments, and Tip Yourself - a revolutionary free social savings app.

Funding: Series C, current funding partners include Andreessen Horowitz, DST, Matrix Partners, Ribbit Capital, Felicis Ventures and March Capital.

Join us and help build a new financial system focused on fairness and people’s needs.

You can help make a difference.

Position Summary:

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large-scale 24x7 operations supporting various channels.

We are looking for an enthusiastic leader and people manager to own and drive customer support (CS) operations for our Earnin in-house benchmark team. The benchmark team is a small yet mighty internal team that helps us set the standard regarding superb customer care and take on early products and features that require customer care during incubation periods. The ideal candidate is well-versed in managing and motivating employees, scaling customer care teams and operations, utilizing tools, project management, and process improvements to drive phenomenal customer experiences, agent efficiency and cost reduction. The ideal candidate demonstrates a sense of urgency, loves challenges, manages complex problems, and partners with cross-functional parts of the business to execute and drive outcomes.

The US base salary range for this full-time position is $112,500-$137,500 + equity + benefits. Our salary ranges are determined by role, level, and location. This will be an in office role (Palo Alto, CA).

What You'll Do:

  • Define, own, manage and scale the Earnin benchmark team, including processes, procedures, workflows, and escalations end-to-end.
  • Manage, engage and motivate the benchmark team. Team retention and performance.
  • Align with senior leadership on team KPI targets, responsibilities and obligations, closely monitor and review performance, and keep our partners accountable.
  • Keeping efficiency and effectiveness top of mind, design and manage the workflows of customer support channels, including escalations end-to-end and meet or exceed escalations response time SLA for the benchmark team.
  • Partner closely with Product and IT teams to manage roadmap for benchmark care tools improvements (CRM, AI, homegrown tools)
  • Collaborate cross-functionally with IT, Product, and Engineering on the selection, customization and use of CX systems, applications and other technology tools to support automation and optimization of the benchmark team and workflows.
  • Partner with Product and Engineering teams to improve products, processes and the resulting customer experience for our community: Own the lifecycle of CX incidents from first report ⇒ full resolution related to your team.
  • Create and manage benchmark<>Product feedback loop process regularly sharing product insights and highlighting opportunities.
  • Analyze data and insights to identify and share opportunities to improve product and service quality.
  • Keep the benchmark team methodology alive and aligned to our vision.
  • Hire and train backfills for the benchmark team

What We Look For:

  • Bachelor’s degree or equivalent experience.
  • 3+ years experience managing CS operations for a rapidly growing organization preferably FinTech and/or financial services.
  • Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry.
  • Ability to collaborate with team members, and assist with maintaining a highly motivated team.
  • Outstanding interpersonal skills and empathy for customers.
  • Highly organized and comfortable planning and leading projects involving cross-functional stakeholders.
  • Outstanding written and verbal communication with all levels of the business from C-level to Customer Support.
  • Ability to lead and execute with a sense of urgency to achieve business outcomes.
  • Hands-on and willing to get hands dirty on execution.