Job details

Customer Support Manager

Be one of the first members of the Customer Success Team at Slope, where we are at the forefront of digitizing the B2B economy. In this role, you will play a pivotal role bridging the experience between our business customers and our products. You’ll help evolve our automated customer support framework as we scale. We expect a collaborative approach with risk, engineering, data, and compliance. We’re looking for a self-starter, who is an expert problem solver, clear and empathetic communicator, quick learner and operator, and has demonstrated success dealing with uncertainty.

Why work with us?

You will get the chance to be an early team member at a fast-growth Y-Combinator-backed startup. We truly believe that it’s about slope — not where you start but how fast we and you are growing and iterating
We are growing insanely fast and are well-funded. This is a once-in-a-lifetime opportunity to join our rocketship and build from the ground up!
We’re a tight-knit, intense team, from which you'll learn a ton and have ownership
Work with seasoned second-time founders and operators

Responsibilities

Build, own, scale, and support relationships with end buyers and merchants while providing white glove service.
Owning metrics & reporting hitting KPI’s while meeting and iterating on SLA’s, including one call resolutions, response rates, and more.
Willing to roll-up your sleeves to get things done. Not afraid to dive into operations/ process/platform to ensure success.
Train team members and provide continual employee development through 1:1 feedback.
Supervise the customer support department’s day-to-day functions (both on-shore and off-shore) to ensure proper customer service is being delivered, provide training, support, quality assurance, escalation support, overall coaching, and administration.
Assisting with account resolution/escalations, via phone, SMS, and email.
Work as a direct line of contact to the customer, acting as support to any questions they may have on the application process and / or user journey.
Act as the voice of the customer. You will partner with Risk and Engineering to ensure the customer lifecycle and user journey is seamless.
Iterate over our systematic communications, knowledge center, and processes for our customers, based on learnings from customer interactions.

Requirements

5-7 years of Customer Success/Support experience.
2-3 years of leadership experience.
Impeccable attention to details while effectively multi-tasking.
Deep curiosity and the ability to translate data into product-driven solutions.
Clear and thoughtful verbal and written communication skills, with strong critical thinking ability.
A love of being in front of and continuously learning from customers.
Being autonomous, proactive and a fast-learner (Slope! ⚡).
Have a sense of urgency to tackle any task at hand.
Enthusiastic team player with a strong work ethic. No job is too big or too small.
Must be proficient in Google Suite/Microsoft Office Suite and Apple computers. Experience with CRM tools.

Bonus points