Job Description

At Wisetack, we\'re building financially responsible consumer lending products that help service-based businesses thrive. Wisetack is a well-funded growing startup founded in 2018 with a leadership team that comes from Lending Club, Affirm, Varo Money and other top FinTech companies. We\'re backed by leading VCs, including Insight Partners, Greylock, and Bain Capital Ventures, (investors in Airbnb, LinkedIn, Instagram, Dropbox, and many more). We raised a $45M Series B and have invested in our people and technology while growing our partnerships. We grew 10x in 2021, and exceeded the goal of growing 4x in 2022. This is a fun stage in any company\'s lifecycle where we\'ve got the core foundation built, a healthy growth rate, and a clear path to success, but you\'d still be joining early enough to help shape the future of the company. Most recently, we were recognized as the Best Consumer Lending Solution by Finovate Awards and have been selected by LendIt as a 2022 winner in the Best Emerging Lending Platform category for their Fintech Industry Awards. The external recognition is great, but we\'re equally \xe2\x80\x94 if not more \xe2\x80\x94 happy with the recognition from our customers. Our current NPS rating is a sky-high 78 (industry average hovers around the 40s or 50s, depending on who you ask). We\'re proud that we\'re building a product that customers love as well as being recognized as a Great Place to Work by our team members.

The Role

Wisetack is looking for a passionate and experienced operations leader to join as our Manager, Customer Support. Our merchants consist of small businesses and their customers (our borrowers). Cumulatively, they are the pulse of our company! These are not high-volume one-off interactions, but rather touch points as part of an ongoing customer relationship. The person leading this team will play a key role in how the Customer Operations Team contributes to the success of our customers and our company. You will lead a group of highly talented and motivated Customer Experience Associates to deliver best-in-class customer care. Wisetack\'s #1 value is "Customer First", and we mean it!

Responsibilities

• Lead and mentor a team of customer-focused Customer Experience Associates in a fast-paced, quickly changing environment
• Supervise the daily operations of Wisetack\'s Customer Experience Team
• Provide consistent feedback to define a clear path to success
• Develop a strong understanding of our products with the ability to quickly and accurately resolve customer issues
• Become the main point of contact to resolve escalated customer calls
• Implement and drive metrics for a team focused on meeting KPIs
• Partner with the Learning and Content Team to continuously improve the day-to-day customer transactional procedures, workflow processes, and documentation
• Resolving customer escalations
• Work with the Director of Operations and other Operation Managers to set the strategy for the Customer Experience Team
• Be the voice of the merchants and borrowers by collecting feedback, product enhancement requests, and communicate the asks internally

Requirements

• 5+ years of experience in customer success or inside sales
• 3+ years of experience leading a high-performing team of Customer Support Associates in a fast-paced environment
• Familiarity with systems such as: Zendesk, Salesforce, Slack, Assembled, MaestroQA, Insightly, and Oracle
• An analytical and metrics-driven work style
• Knowledge of performance evaluation and customer support metrics
• Driven, resourceful, detail-oriented and highly organized
• Tech-savvy with high drive and high EQ

Bonus points

• Fintech experience (lending or payment)

The range of base salary for the position is between $91,700 - $128,400, plus equity, and benefits. Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level and competencies. Spend a little time on our About Us page researching our team and our values, and check out our Press page and our blog for more background on what we do. If you think this might be a fit, we\'d love to hear from you!