Senior Manager, Customer Support Platforms & Analytics

November 27

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Acorns

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💳 Fintech

👥 B2C

Description

• At Acorns we look after the financial best interest of the up-and-coming. • We are looking for missionaries who are rooted in purpose, to join our team. • Acorns is seeking someone optimistic, tenacious, and energized by the thought of developing and scaling our tools, systems, and support analytics. • This people manager will lead a small but mighty team of highly motivated individual contributors who help empower and drive accountability across our teams and BPOs to provide an excellent support experience to our customers. • The Sr. Manager of Customer Support Platforms and Analytics will be responsible for helping to define and monitor success metrics and drive innovation across our third-party technical solutions and internal tools. • Qualified candidates will have experience with Customer Relationship Management systems and have an understanding of agent tools, support chatbots, and AI help solutions. • This person will create and oversee the development of dashboards for key metrics like customer satisfaction, efficiency/productivity, and all of the associated metrics that accompany agents doing their best work supporting our customers. • They will also help support capacity planning in partnership with Support leadership and our BPOs. • This Senior Manager will join our Acorns Support Operations team, reporting to the Head of Acorns Support, and will partner with colleagues handling Training and Quality, Escalations and Complex Cases, BPO management, and Product Operations.

Requirements

• 10+ years of progressively responsible experience as a leader in Customer Support, data analytics, support systems, or internal tools • Experience leading and growing teams and enabling ICs to do their best work • Excellent communication skills, with a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work, along with strong analytical skills, including performance storytelling using slides, charts, etc • Demonstrated project management experience, and experience working autonomously to deliver multi-phased projects • Expertise in data and data visualization tools • 2+ years of people management experience • Demonstrated experience motivating, supporting, and developing team members to meet performance expectations, and build their careers • Ability to align company vision and organizational goals with team execution • Commitment to upholding policy and procedures in accordance with company standards • Own strategic decision-making and effectively communicate direction to team members • Thirst for delivering game-changing products • Exceptional drive and precision in delivery • A belief that your work is tied to your life's mission • Optimistic about the potential of societal change

Benefits

• Competitive salary and stock options • A comprehensive benefits package to meet the needs of you and your family • Flexible work hours, location, and paid time off • 401k discretionary match • Monthly Acorns account contribution & GoHenry account for your family • Wellness Days - Company-wide quarterly days off to rest + recharge • Mindfulness, Mental Health, and Financial Wellness resources: Headspace, Ginger, and Addition Wealth are offered at no cost to you • Acorns Career Development Program (Monthly Acorns to Oaks training sessions, development plans, quarterly development check-ins, Cornerstone’s online training platform) • Roots Leadership Program for emerging leaders • Monthly community celebrations, events, panel discussions, and speakers • Talented and motivated team members who care deeply about one another, our mission, and our customers. • The rare opportunity to create a new world. We inspire one another every day to do meaningful work that solves big societal challenges.