Customer Support Supervisor
Truework is on a mission to create trust in every financial transaction. Our core product, Truework Income, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and the like. We are disrupting a $5B+ industry, previously controlled by legacy credit agencies, with a better product and intense customer focus. We handle hundreds of thousands of income and employment verifications every month, and continue to grow our market share in the mortgage lending and tenant screening markets.
We are looking for a Customer Support Supervisor to join our team!
As a Customer Support Supervisor at Truework, you will lead a dynamic team of onshore and offshore Customer Support Agents, fostering a culture of diamond-level service rooted in our core values: Value Diverse Perspectives, Be Resilient, Consumers First, and Design the Future.
At Truework, you would be responsible for:
- Mentoring and inspiring a team of Customer Support Agents to ensure exceptional service delivery.
- Conducting continuous training and coaching, nurturing a culture of ongoing learning and improvement.
- Resolving escalated customer inquiries, managing billing disputes and collaborating with relevant teams for resolution.
- Effective workforce management, ensuring capacity and service level goals are met with a focus on process automation.
- Participating in periodic business reviews, presenting performance data, learnings, and strategic improvement plans.
- Experimenting boldly when solving problems, avoiding prolonged deliberation over easily reversible decisions.
- Collaborating with cross-functional teams to optimize workflows and implement customer-centric solutions.
- Advocating for the best outcomes and experiences for customers in all interactions.
- Reviewing and analyzing customer interactions and implementing scalable solutions.
- Providing guidance and support to customers for the implementation of Truework's platform.
- Maintaining expertise in Truework's systems and technology for efficient operations.
- Upholding the highest quality standards for individual and team output.
- Performance monitoring and reporting, evaluating inbound and outbound interaction quality, tracking issues and analyzing results.
- Creating detailed reports reflecting support performance metrics (CSAT, AHT, FRT, QA) and communicating performance to senior management.
What we’re looking for:
- 3-5 years of recent experience as a Customer Support Team Lead, Supervisor or Manager, preferably in financial services
- Zendesk Support (minimum 2 years as an Admin), Google Workspace, Looker, Tableau or other data analytics software
- Prior experience working in a remote work environment
- Prior experience working cross-functionally with operations and engineering teams
- Prior experience being directly responsible for using data to prioritize goals with competing interests or objectives, from design to implementation.
- Bonus: Prior experience working in a fintech startup.
About your team at Truework and who you will work with:
- Manager:
- Tonya Strickland, our Senior Customer Support Manager who heads up the Customer Support team at Truework
- Team:
- Brielle Clearfield, Senior Operations Manager - Working together to ensure high collaboration between Truework’s support and operations teams.
- Kendall Feezor, Customer Success Leader - Working together to ensure Truework’s enterprise customers consistently receive diamond-level support.
- Sambhav Jain, Product Leader - Working together to ensure Customer Support specialists become subject matter experts on Truework’s key product offerings.
Cash Compensation:
Cash compensation for this role is $57,400 - $82,000 (depending on location/experience). Geo-based factoring will be applied to the compensation for remote candidates not located in a metropolitan city. Final offer amounts are determined by multiple factors, including candidate expertise and may vary from the amounts listed above.
Benefits
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Bring Your TRUE Self to Work.
One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.
If you have any questions before applying, please do not hesitate to reach out to the recruiter in charge of this role, Tamara Stanic, at tstanic@truework.com
Truework is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Truework considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Truework is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
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