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Customer Experience Manager

2 months ago

New York, New York, United States Dub Full time
About the Role

The Customer Support Manager at Dub will be responsible for overseeing all customer service activities, ensuring customer satisfaction, and maintaining high service standards. This role requires excellent communication skills, problem-solving abilities, a customer-centric approach, and an appreciation for a highly compliant industry.

Key Responsibilities:
  • Develop and Lead Customer Support Strategies: Enhance user satisfaction and promote our brand through effective customer support strategies and growth efforts.
  • Communicate and Collaborate with Executive Leadership: Develop effective customer service practices and analytics with executive leadership and key stakeholders, including our Chief Compliance Officer.
  • Implement Quality Assurance Plan: Develop and implement a customer service quality assurance plan as part of our comprehensive business development strategy.
  • Manage Complex Customer Service Initiatives: Oversee and manage complex, cross-functional customer service initiatives and rollouts, setting processes, deadlines, and deliverables from start to finish.
  • FINRA Exams: Commit to taking and passing the FINRA SIE exam and Series 99 exam within 3 months of employment and becoming affiliated with our broker-dealer.
Requirements:
  • Experience: 3-5 years of experience in managing customer support in a fintech startup, with a focus on customer support strategies and growth efforts.
  • Proven Track Record: Proven track record in implementing customer support policies and procedures, and managing near-shore or off-shore reps.
  • Familiarity with Financial Services: Familiarity with financial services, investing, and the stock market.
  • Exceptional Service: Ability to provide exceptional service in multiple channels, including phone, chat, and email.
  • Detail-Oriented: Detail-oriented and analytically-driven, with the ability to do the analysis required to build an optimized and efficient customer support strategy.
  • Customer Relationship Management Software: Understanding of customer relationship management software (Zendesk) is highly desired.
  • FINRA Exams: FINRA Exams are not a prerequisite, but a major plus if you already have these credentials.
  • Authorization to Work: Must be authorized to work in the US (unable to sponsor at this time).
What We Offer:
  • Competitive Salary: Competitive salary ranging from $70k-$125k, commensurate with experience and geography.
  • Health Insurance: 100% paid health insurance for employees with partial coverage for dependents.
  • Time Away: Generous time away, including company holidays and unlimited PTO.
  • Office Environment: Lively office environment with fully stocked snacks, coffee, espresso, and weekly bagel days.
  • FINRA Exams: Opportunity to take FINRA exams with study materials and exams paid for by the company.