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Manager, Customer Support

3 months ago

Harrisburg, United States Versatile Credit Full time

About Versatile Credit, Inc

At the heart of the embedded financing revolution, Versatile Credit stands out as a clear leader. With a strong brand and results, Versatile is innovating in the lending space to connect lenders, businesses, and consumers with seamless financial solutions. Our culture celebrates quick learners and problem solvers eager to drive change.


The Role:

Versatile Credit is looking to add a Manager of Customer Support, who possesses the skills and desire to lead and develop a team of highly skilled Customer Support Reps. This role blends a solid understanding of VCI’s product and offerings with a metric-driven approach to identify the most efficient support routes for your team to take when resolving customer issues. This role also operates with a heavy focus on leveling-up the members of the Support Team through identifying each of their strengths and desires, and putting them in positions to maximize their contributions.


Your Skillset:

  • Team Building: Provide guidance and mentorship to a team of Customer Support Reps, with the end goal of building the most efficient and effective Customer Support team possible.
  • Effective Communication: Clear and concise communication with your team is at the core of everything you do. Ensuring your team is aligned with the “why” behind both everyday tasks and strategic company initiatives is of extreme importance.
  • Technical Expertise: You possess a deep understanding of the technical functionalities of VCI’s offering, and strive to grow the technical understanding of your team.


What You’ll Do:

Team Leadership and Development:

  • Conduct on-going coaching and provide constructive feedback at an individual and team level.
  • Hire, train, and mentor support team members.
  • Demonstrate a detailed understanding of support function and team member responsibilities.


Customer Interaction and Issue Resolution:

  • Handle complex customer issues and escalations.
  • Ensure timely and effective resolution of customer queries.


Process and Performance Improvement:

  • Analyze and enhance support workflows and processes.
  • Track key performance indicators (KPIs) and generate on-going performance reporting.


Cross-Functional Collaboration:

  • Work with sales, onboarding, customer success, and product development teams.
  • Provide customer insights to improve products and services.


Customer Advocacy:

  • Gather and analyze customer feedback.
  • Advocate for customers internally to improve their experience.


Technology and Knowledge Management:

  • Oversee the use and enhancement of support tools and technologies.
  • Develop and maintain a knowledge base for the support team and customers.


What You’ve Done & Who You Are

  • Proven experience leading and scaling a Customer Support team in a growth-stage company environment.
  • Proven success in developing & growing employees under your direction
  • Strong communication and interpersonal skills, with the ability to build rapport and trust with team members and customers.
  • Experience generating and leveraging reporting and key metrics to drive business decisions
  • Excellent problem-solving and strategic thinking skills
  • Experience working with CRM software (e.g., Salesforce) and other customer support related tools like HelpScout, Aircall, Confluence, and Notion.
  • Preferred experience working in one of the following industries: B2B SaaS, FinTech, Payment Solutions, Lending, or Retail Software
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.


EEO Statement

At Versatile Credit, we strive for a diverse and inclusive workforce, and are committed to providing Equal Employment Opportunity to all applicants and employees. We have worked to create a culture that promotes new and diverse viewpoints, as well as open collaboration at all levels of our organization. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.