Lead Customer Support Operations Strategist

2 weeks ago


New York, New York, United States Albert Securities, LLC Full time

Lead Customer Support Operations Strategist

Remote / Albert Securities, LLC / Full-time

About Us

At Albert Securities, LLC, we are redefining financial services by leveraging advanced technology to automate financial management. Our dedicated team of experts is committed to guiding clients through their financial journeys. We empower our users by automating savings and investments, preventing overdrafts, and uncovering hidden savings opportunities. When you reach out to Albert, our specialists are ready to provide actionable insights and support.

As a rapidly growing startup based in Los Angeles, we have established a solid business model, backed by leading institutional investors and a community of over 8 million satisfied members. Our mission is to make money management accessible and straightforward through our elegantly designed platform, and we are eager to welcome innovative and skilled individuals to our team.

Role Overview

The Lead Customer Support Operations Strategist will report directly to the VP of Customer Support, taking charge of the daily operations within the Customer Support division at Albert. This individual is not only passionate about establishing effective policies and procedures but also dedicated to fostering an agile customer service environment that encourages creativity. The primary objective is to elevate the performance of all team members, including both leaders and agents, through structured coaching and transparent feedback. Additionally, this role requires experience in selecting a telephony provider and executing a comprehensive phone support strategy.

Key Responsibilities

  • Supervise and mentor Customer Support Associates and Specialists to promote their ongoing development.
  • Lead the implementation and coordination of phone-based support, including selecting a telephony provider and developing support scripts and workflows.
  • Manage workforce scheduling and operations for Customer Support Associates and Specialists, utilizing forecasting models.
  • Oversee the documentation, continuous review, and improvement of all operational procedures and processes.
  • Identify and enhance areas of inefficiency within existing processes and procedures.
  • Monitor and ensure the achievement of customer support efficiency and qualitative KPIs.
  • Develop and execute coaching plans for underperforming team members, establishing clear expectations and performance metrics.
  • Collaborate with Specialty Functions and Advice teams to enhance communication across all aspects of the organization.

Qualifications

  • Minimum of 5 years in a customer support management role or a similar leadership position.
  • Exceptional written and verbal communication skills.
  • Proven experience in launching and managing phone-based support teams.
  • Demonstrated ability to mentor and coach team members effectively.
  • History of developing processes, policies, and procedures from the ground up.

Benefits

  • Competitive salary and equity opportunities.
  • Comprehensive health, vision, and dental insurance.
  • Complimentary meals.
  • Monthly wellness stipend.
  • 401k matching program.


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