\nWe are looking for a Customer Support Supervisor to join our team! \n\nAs a Customer Support Supervisor at Truework, you will lead a dynamic team of onshore and offshore Customer Support Agents, fostering a culture of diamond-level service rooted in our core values: Value Diverse Perspectives, Be Resilient, Consumers First, and Design the Future.\n\n\n\nAt Truework, you would be responsible for:\n\n\n* Mentoring and inspiring a team of Customer Support Agents to ensure exceptional service delivery.\n\n* Conducting continuous training and coaching, nurturing a culture of ongoing learning and improvement.\n\n* Resolving escalated customer inquiries, managing billing disputes and collaborating with relevant teams for resolution.\n\n* Effective workforce management, ensuring capacity and service level goals are met with a focus on process automation.\n\n* Participating in periodic business reviews, presenting performance data, learnings, and strategic improvement plans.\n\n* Experimenting boldly when solving problems, avoiding prolonged deliberation over easily reversible decisions.\n\n* Collaborating with cross-functional teams to optimize workflows and implement customer-centric solutions.\n\n* Advocating for the best outcomes and experiences for customers in all interactions.\n\n* Reviewing and analyzing customer interactions and implementing scalable solutions.\n\n* Providing guidance and support to customers for the implementation of Truework's platform.\n\n* Maintaining expertise in Truework's systems and technology for efficient operations.\n\n* Upholding the highest quality standards for individual and team output.\n\n* Performance monitoring and reporting, evaluating inbound and outbound interaction quality, tracking issues and analyzing results.\n\n* Creating detailed reports reflecting support performance metrics (CSAT, AHT, FRT, QA) and communicating performance to senior management.\n\n\n\n\n \n\nWhat weโre looking for: \n\n\n* 3-5 years of recent experience as a Customer Support Team Lead, Supervisor or Manager, preferably in financial services\n\n* Zendesk Support (minimum 2 years as an Admin), Google Workspace, Looker, Tableau or other data analytics software\n\n* Prior experience working in a remote work environment \n\n* Prior experience working cross-functionally with operations and engineering teams\n\n* Prior experience being directly responsible for using data to prioritize goals with competing interests or objectives, from design to implementation. \n\n* Bonus: Prior experience working in a fintech startup.\n\n\n\n\n \n\nAbout your team at Truework and who you will work with: \n\n\n* Manager: \n\n\n\n* Tonya Strickland, our Senior Customer Support Manager who heads up the Customer Support team at Truework\n\n\n\n\n\n\n\n* Team: \n\n\n\n* Brielle Clearfield, Senior Operations Manager - Working together to ensure high collaboration between Trueworkโs support and operations teams.\n\n* Kendall Feezor, Customer Success Leader - Working together to ensure Trueworkโs enterprise customers consistently receive diamond-level support.\n\n* Sambhav Jain, Product Leader - Working together to ensure Customer Support specialists become subject matter experts on Trueworkโs key product offerings.\n\n\n\n\n\nCash Compensation:\n\nCash compensation for this role is $57,400 - $82,000 (depending on location/experience). Geo-based factoring will be applied to the compensation for remote candidates not located in a metropolitan city. Final offer amounts are determined by multiple factors, including candidate expertise and may vary from the amounts listed above.\n\n \n\nBenefits\n\n\n\n\n\n\n* Flexible PTO policy\n\n* Learning & Development stipend\n\n* Health, Dental, Vision\n\n* Life Insurance, STD, LTD\n\n\n\n\n\n\n\n* Equity\n\n* TruePerks\n\n* Commuter, FSA, HSA\n\n* 401K plan\n\n\n\n\n\n\n\n\n \nBring Your TRUE Self to Work.\n\nOne of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.\n\nIf you have any questions before applying, please do not hesitate to reach out to the recruiter in charge of this role, Tamara Stanic, at
[email protected] \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Design and Senior jobs that are similar:\n\n
$65,000 — $110,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐
We hire old (and young)\n\n
\n\n#Location\nSan Francisco, California, United States