Customer Support Director

7 days ago


Salt Lake, Utah, United States Slope Full time
About the Role

We are seeking a highly skilled Customer Support Manager to join our team at Slope, a fast-growing Y-Combinator-backed startup. As a key member of our Customer Success Team, you will play a pivotal role in bridging the experience between our business customers and our products.

Key Responsibilities
  • Build and own relationships with end buyers and merchants, providing white glove service and ensuring seamless customer experiences.
  • Develop and implement metrics and reporting to hit KPIs, including one call resolutions, response rates, and more.
  • Collaborate with Risk, Engineering, and Data Science teams to ensure a seamless customer lifecycle and user journey.
  • Iterate on systematic communications, knowledge center, and processes for customers based on learnings from customer interactions.
Requirements
  • 5-7 years of Customer Success/Support experience.
  • 2-3 years of leadership experience.
  • Bachelor's degree or equivalent experience required.
  • Impeccable attention to detail, effective multi-tasking, and deep curiosity.
  • Clear and thoughtful verbal and written communication skills, with strong critical thinking ability.
  • A love of being in front of and continuously learning from customers.
  • Autonomy, proactivity, and a fast-learning mindset.
  • Strong work ethic and enthusiasm for teamwork.
Bonus Points
  • Background in lending, payments, FinTech, and/or Fin Ops.
  • Experience working directly with Risk, Engineering, and Data Science teams.
  • Previous experience at a high-growth, fast-paced startup.
  • Entrepreneurial mindset and passion for helping small businesses grow.


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