Client Success Leader

2 weeks ago

Salt Lake, Utah, United States Slope Full time

Become a key member of the Customer Success Team at Slope, where we are pioneering the digital transformation of the B2B sector. In this position, you will be instrumental in enhancing the connection between our business clients and our offerings. You will contribute to the advancement of our automated customer support system as we expand. We anticipate a collaborative mindset with risk management, engineering, data analytics, and compliance teams. We seek a proactive individual who excels in problem-solving, communicates with clarity and empathy, learns quickly, and has a proven track record of navigating ambiguity.

Why choose to work with us?

  • Be part of an early-stage team at a rapidly growing startup backed by Y-Combinator. We emphasize growth and evolution, focusing on progress rather than initial positioning.
  • Experience exceptional growth and financial backing. This is a unique opportunity to join our journey and help shape our foundation.
  • Engage with a close-knit, dynamic team where you will gain valuable insights and have significant ownership.
  • Collaborate with experienced founders and operators.
Key Responsibilities
  • Establish, manage, and enhance relationships with end customers and merchants while delivering exceptional service.
  • Oversee metrics and reporting to achieve KPIs while continuously improving SLAs, including one-call resolutions and response times.
  • Be ready to get hands-on to accomplish tasks, diving into operations and processes to ensure success.
  • Mentor team members and facilitate ongoing employee development through individual feedback sessions.
  • Manage the daily operations of the customer support department (both onshore and offshore) to guarantee high-quality service delivery, including training, support, quality assurance, escalation management, coaching, and administration.
  • Assist with account resolutions and escalations through various communication channels.
  • Act as a primary contact for customers, providing support for any inquiries regarding the application process or user experience.
  • Serve as the voice of the customer, collaborating with Risk and Engineering to ensure a seamless customer lifecycle and user journey.
  • Continuously refine our communication strategies, knowledge base, and processes based on insights gained from customer interactions.
Qualifications
  • 5-7 years of experience in Customer Success or Support roles.
  • 2-3 years of leadership experience.
  • Exceptional attention to detail while managing multiple tasks effectively.
  • A strong curiosity and the ability to convert data into product-oriented solutions.
  • Excellent verbal and written communication skills, coupled with strong critical thinking capabilities.
  • A passion for engaging with and learning from customers.
  • Ability to work autonomously, be proactive, and adapt quickly.
  • A sense of urgency in addressing tasks.
  • A collaborative team player with a robust work ethic; no task is too big or too small.
  • Proficiency in Google Suite, Microsoft Office Suite, and Apple computers, along with experience using CRM tools.
Preferred Qualifications
  • Experience in lending, payments, FinTech, or financial operations.
  • Collaboration experience with Risk, Engineering, and Data Science teams.
  • Previous involvement in a high-growth, fast-paced startup environment.
  • An entrepreneurial mindset.
  • A genuine passion for supporting the growth of small businesses.

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