Customer Support Manager

| Chicago | Remote
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Job Description
As Tiv’s Customer Support Manager, you’ll lead Tiv’s customer support strategy and manage the
function across all channels, providing extraordinary service and ensuring every interaction is an
excellent experience for our customers. In communication with our customers daily, you’ll have the
opportunity to provide insights and feedback as well as identify process improvements that inform
product and operations. You’ll partner with Tiv’s founders to establish a level of service that exceeds
industry standards and becomes one of the primary drivers of customer loyalty. As the company
grows, you’ll manage an expanded team of passionate customer support professionals.


What You’ll Be Doing

  • Develop Tiv’s long-term strategic customer support strategy while ensuring day-to-day support operations run smoothly
  • Establish exceptional customer care standards (e.g. response and resolution times, client satisfaction score, feedback management)
  • Work cross-functionally with internal and external teams across compliance, engineering product, marketing and operations to identify opportunities to improve the customer experience
  • Capture customer feedback that can be translated into product improvements, optimized business performance and increased customer satisfaction
  • Mobilize an action plan towards maturity, including the development of a world-class customer support team, KPIs and procedures necessary to scale our support operation
  • Champion and embody Tiv’s distinct values
     

Qualifications

  • Natural customer empathy
  • 4+ years support experience in high-volume organizations
  • In-depth knowledge of support tools (chat, ticketing, CRM) and proven strategies to leverage and optimize workflows through Zendesk
  • Exceptional verbal and written communication skills
  • Understand what it means to move fast, pivot, have a growth mindset, collaborate cross-functionally, and bring people together towards a common goal
  • Low ego, high-energy style
     

Bonus Points

  • Passion for gaming
  • Experience in payments or consumer financial services
  • Management experience leading high-performing customer support teams

Benefits

  • Opportunity to be a part of a brand that is creating a new, more personal approach to financial services and entering at the ground floor of a fast growing, mission-driven company
  • Competitive salary
  • Ability to earn early-stage equity
  • Excellent medical insurance including Health, Dental and Vision
  • Unlimited PTO, paid company holidays and WFH flexible
  • Location flexible
     
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