Manager, User Care
Manager, User Care
at Rain Instant Pay
Remote, US
Rain is a venture-backed fintech with a mission to enable billions of people to reach financial freedom. Our first product gives employees instant access to their earned wages, which solves a major problem for real people. Rain is the fastest-growing startup in the category and was incubated with QED Capital, a top fintech venture fund.
Rain’s User Care team is vital to ensuring overall customer satisfaction and supporting the company’s growth. We’re committed to elevating our service through operational excellence and continuous improvement. As a User Care Manager, you will play a key role in shaping the team’s development and enhancing the customer experience.
As a User Care Manager, you will report to the User Care Senior Manager and collaborate closely with them to steer the team’s growth and performance. You will lead a team of customer service representatives handling inquiries through in-app chat, voice, and email channels.
Responsibilities
- Lead and manage a pod of blended advisor levels (advisor and senior advisor) to ensure timely and effective resolution of customer inquiries
- Handle escalated end-user issues and complex situations, providing solutions and guidance as needed.
- Monitor team workloads via team KPIs (such as reply time, CSAT, resolution time) and make adjustments to maintain exceptional service across all channels
- Coach and develop team members based on performance insight (such as first response times, CSAT, resolution time) or identified areas for improvement.
- Communicate trending issues with the leadership team and front line employees and alert leadership and cross-departmental teams to expose blockers to efficiency, internally and externally
- Collaborate with internal stakeholders to streamline processes and enhance the customer experience.
Qualifications
- Four (4) years of experience in customer service and at least two (2) years of experience managing a blended team in a high speed, rapidly changing environment.
- Excellent leadership and coaching abilities, with a focus on team development.
- Strong problem-solving skills with the ability to manage escalations and complex issues effectively.
- Strong communication skills, both written and verbal, with a customer-centric approach.
- Experience using Zendesk, Jira, and other related tools.
Who We Are:
Rain is filled with people with a deeply rooted passion for our mission, who embrace diversity throughout our global team, and grow personally and professionally. We own what we do and let data guide our actions while working quickly and adapting to new challenges everyday.
Schedule:
Candidates must be available to work 10am-7pm PST
Compensation:
$70,000
How we care for our team:
Along with competitive salaries, Rain offers great benefits including:
- Flexible PTO
- Medical, Dental, Vision, Life, Disability coverage
- Parental leave
- Monthly stipend
- Equity options