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Director, Customer Success Operations

Austin, TX, USA | Self Lender

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    Financial Services Professional
    General Management
  • Experience:
    3-5 years
Job Description:
95 people have viewed this job

Self is building a community of people who are looking to better their lives by building credit history. You will lead our 20+ person Customer Success team and be responsible for providing high quality support for our valued customers through email, chat, and phone support. You will report to the VP of Operations, who will support you to meet and exceed company level objectives. Your scope will include providing reactive support operations for customer loan onboarding, day to day payments and credit reporting questions, credit card originations, customer offboarding, and payouts. You will manage your team to set goals, project milestones, and personal growth targets across Customer Success. Ultimately, you will be responsible for our customer’s end to end journey and satisfaction with Self’s products and services.

Responsibilities:

Lead the customer success organization in servicing over 500K active consumer loans and credit cards, as well as build out “follow the sun” support

Establish and manage to team goals and KPIs such as customer wait time, customer satisfaction, and average handle time

Coach and mentor your direct reports towards personal and career development, empowering them towards continuous improvement and larger impact to the business

Be the voice of the customer, leveraging data and insights, to influence product enhancements leading to improved customer experience and reduced contact rates

Establish streamlined, quality controlled, consistent policies and procedures to ensure customer complaints (CFPB, BBB) and bank partner questions are resolved in a timely manner, mitigating risk for the company

Seek out new technologies to help your team scale (card fulfillment, check processing, chat bots, etc)

Report team performance and metric updates to our executive team regularly

Requirements

Skills and Experience:

4+ years in fintech or card operations or banking operations

2+ years people management experience preferred

2+ years working with bank partners and card processing partners preferred

Exceptional written communication and presentation skills

Strong business problem solving mindset and root cause analysis instincts

High EQ and ability to build rapport with team members and stakeholders

Strong ability to adapt and excel in a fast-moving, startup environment


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