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Clair · 1 day ago

Clair Care Team Lead

United States

Full-time

Remote

Mid, Senior Level

$82K/yr - $82K/yr

3+ years exp

Clair is on a mission to create financial freedom for America's workers through a digital banking platform. The Clair Care Team Lead will manage a team of support agents, ensuring high-quality customer service while developing internal documentation and collaborating with cross-functional teams to enhance customer experience.

Computer Software

Responsibilities

Lead and mentor a team of support agents, providing guidance, motivation, and professional development

Foster a positive and productive team environment focused on collaboration, learning, and continuous improvement

Motivate and keep the team engaged in a remote working environment

Monitor team performance metrics (e.g., response times, resolution times, customer satisfaction) and implement strategies for improvement

Conduct quality reviews of team tickets to uphold standards of excellence and ensure consistent service delivery

Conduct regular one-on-one meetings and performance reviews to track progress, set goals, and identify growth opportunities

Oversee day-to-day operations of the support team, ensuring timely and effective responses to customer inquiries via multiple channels (email, chat, phone, etc.)

Troubleshoot and resolve escalated issues, working closely with customers to ensure their needs are met and concerns are addressed

Analyze recurring customer issues and collaborate with product, engineering, and other departments to drive product improvements and issue resolution

Support monthly banking reporting efforts, monitoring key metrics to ensure alignment with partner bank expectations and providing recommendations to the Manager as required

Develop comprehensive expertise in Clair's offerings, including the signup process, wage advance and repayment solutions, providing a valuable crash course in fintech for interested candidates

Develop, update, and maintain internal and external support documentation, ensuring it reflects current processes, product features, and best practices

Ensure that the knowledge base is comprehensive, accurate, and easy to navigate for both customers and support agents

Train and educate the support team on new documentation, tools, and processes to ensure consistency and accuracy across all customer interactions

Work closely with product, engineering, and other departments to relay customer feedback and drive improvements based on recurring issues or pain points

Help identify opportunities for process improvements to increase team efficiency and enhance the overall customer experience

Collaborate with leadership on scaling the support function and developing new strategies to meet customer demands

Qualification

Customer support leadershipDocumentation managementRemote team managementSaaS experienceTechnical troubleshootingMathematics proficiencyProblem-solving skillsCommunication skillsOrganizational skillsCollaborative mindset

Required

At least 3 years of experience leading a customer support or operations team, preferably in a SaaS or FinTech environment

Proven experience maintaining and updating support documentation (knowledge bases, internal wikis, process manuals, etc.)

Experience leading and motivating a remote team in a distributed work environment, with the ability to maintain engagement, build trust, and create a sense of connection across remote teams

Excellent leadership and interpersonal skills, with a proven ability to motivate and guide a diverse team

Strong communication skills, both written and verbal, with an ability to explain complex technical concepts in simple terms

Strong problem-solving skills, with a customer-first mindset

Proficiency in mathematics and numerical analysis, vital for effectively interpreting and utilizing data within our organization's narrative

Skills in planning, prioritizing, and adapting within a fast-paced environment; maintaining a high level of organizational skills, efficient follow-through, and a high sense of accountability

Enthusiasm for contributing to an early-stage startup within the fintech sector and eagerness to delve into the intricacies of on-demand pay

A collaborative mindset and readiness to work diligently alongside the dedicated team at Clair, striving for collective success in our endeavors

Comfortable using customer support tools (e.g., Zendesk, Freshdesk, Intercom, etc.), CRM systems, and ticketing systems