Location: New York,NY, USA
New York City / Genius Customer Support / Full-time Note to applicants: remote in the US is ok, except Colorado
**Who we are** Albert is a new type of financial service that uses powerful technology to automate your finances, with a team of human experts to guide you. Albert saves and invests automatically for you, helps you avoid overdrafts, finds savings youre missing, and much more. Text Albert a financial question, and our geniuses wont just offer guidance theyll help you take action.
We're an LA-based startup with a proven business model, backed by top-tier institutional investors and with over 8 million members who have trusted Albert to help them achieve their financial goals. We're on a mission to democratize money management through our simple, beautifully designed product, and we're looking for thoughtful, talented people to join us on our journey.
**About the role** The Senior Manager of Operations reports to the VP of Customer Support and is responsible for driving the daily functions of the Customer Support branch of Genius at Albert and overseeing its success. Theyre passionate about policies and procedures but are also compelled to build agility into our customer service infrastructure to create an environment of ordered creativity. Their goal is to up-level the people behind the organization (both leaders and agents) to become the best performers they can be through structured and transparent coaching. Lastly, this person should have experience choosing a telephony provider and implementing a complete phone support strategy. Responsibilities
* Directly supervise Customer Support Associates and Specialists to ensure their continued development.
* Implement and coordinate the launch of phone-based support, including the selection of a telephony provider and the creation of support scripts and flows.
* Oversee 24-hour workforce management and scheduling for all Customer Support Associates and Specialists based on forecast models across the US.
* Own the infrastructure and action behind all procedures and processes, ensuring their documentation, continuous review, and revisions.
* Identify, own, and improve areas of mass inefficiency in processes and procedures.
* Manage customer support efficiency and qualitative KPIs and ensure they are met (and ultimately, exceeded) by the team.
* Oversee coaching plan for under-performers, involving clear expectations, standardized procedures, and performance-based KPIs.
* Coordinate with Specialty Functions and Advice teams to streamline communication among all components of Genius.
Requirements
* 5+ years in a customer support manager role or equivalent leadership position
* Excellent written and verbal communication skills
* Experience launching and managing phone-based support teams
* Experience mentoring and coaching a team
* A track record of building processes, policies, and procedures from scratch
Benefits
* Competitive salary and meaningful equity
* Health, vision and dental insurance
* Meals provided
* Monthly wellness stipend
* 401k match