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Grid · 3 months ago

Customer Support Lead

Seattle, WA

Full-time

Onsite

Mid, Senior Level

$70K/yr - $90K/yr

Grid is a fast-growing company focused on building financial products that help users manage their financial future. The Customer Support Lead will work closely with product, engineering, and business leaders to enhance customer experience and resolve issues, while also scaling the support team.

FinanceFinancial ServicesFinTech

Responsibilities

Implement a hybrid of technology and people to provide a premium customer experience

Identify and synthesize problems or issues with our product and engineering teams

Scheduling is of utmost importance

Creating and maintaining clear communication paths within the organization and be the voice of the customer

Qualification

Customer service managementCRM proficiencyAnalytical skillsConsumer financial servicesCuriosityOptimismTeam managementProblem-solvingCommunication skillsSelf-starter

Required

Proven experience in customer service and/or support management, including a strong background in people management and quantitative competence

Ability to work independently and take ownership of projects, showcasing a proactive approach to identifying key leverage points to enhance the customer experience

People who are constantly asking why the world around them works the way it does, and who have the will to change it

Proficiency in using CRMs as well as basic analytical tools such as Excel and/or SQL

Confidence to prioritize work and deliver demonstrable results on a tight cadence

Demonstrated experience or understanding of the consumer financial services industry