Senior Manager, Customer Operations at Chipper Cash

About The Role

• On a daily basis we onboard 40,000 new customers and process 80,000 transactions. On a busy month we can receive upwards of 100,000 inbound written customer queries.
• We are looking for an experienced professional who has led customer support in a similarly fast paced environment to join us as Senior Manager, Customer Operations. 
• At Chipper we prioritize fast response times while maintaining accuracy in addition to customer advocacy to make our product better.
• The Senior Manager will oversee our Customer Operations Quality Assurance, Training and Development, and Customer Communications functions.
• The primary function of this role is ensuring we are consistently delivering the highest quality of customer support across multiple languages, products, channels, and customer use cases.
• The successful candidate will work closely with our Senior Customer Operations Manager overseeing customer success, our Customer Success Leads, and our Director of Customer Operations. 

What You Will Be Doing

• Tracking and reporting on customer success metrics (Customer Satisfaction Score, Net Promoter Score, median response times, etc.) and applying a results oriented approach to consistently achieving and exceeding metric targets 
• Providing guidance on how we can keep our customers happy during every customer success agent interaction and influencing the tone, voice, and content of our customer FAQ’s, canned responses/macros and call scripts
• Prioritizing Customer Support team success by focusing on training, career development, and professional growth opportunities for our global, mostly remote team as we scale rapidly

What You Should Have

• In order to adequately support our growing team and consumer user base, at least 5 years experience in leading customer support in a fast paced consumer industry (such as financial services, fintech, e-commerce, food delivery) is a requirement.
• Experience managing a global high-performing, remote, customer support/success team
• Track record of driving positive customer success outcomes: retention, expansion, customer advocacy 
• Strong empathy for customers and teammates 
• Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Working knowledge of French is a plus