Senior Manager - Customer Experience Operations

February 19

🏈 Alabama – Remote

Although this job is listed in Alabama, this company may be open to hiring remote in other states.

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

+34 more states

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $135k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

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Esusu

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Esusu is a platform designed to help renters build credit by reporting their rent payments to the three major credit bureaus. By linking their bank accounts and sharing lease information, users can see their credit scores improve over time. The company offers a variety of financial tools, including financial coaching, credit education, and a marketplace that offers credit-building, auto, tax, and rental products and services. Esusu aims to create significant social impact by providing an inclusive credit-building membership for those who have been traditionally overlooked in the financial system.

Economic Empowerment • Credit Scores • Financial Identity • ESG Reporting • Rent Reporting

51 - 200 employees

💳 Fintech

🏠 Real Estate

🌍 Social Impact

📋 Description

• Democratize Access To Credit • Together we’ll dismantle barriers to housing for working families to use data to eliminate the racial wealth gap. • The Senior Manager of CX Operations is responsible for developing and implementing strategies to enhance the support team’s ability to deliver world-class customer experiences. • In this role, you will drive automation, self-service capabilities, and team effectiveness by improving workflows, leveraging emerging technologies (such as AI), and implementing knowledge management, quality assurance, and training programs. • You will play a pivotal role in the department's success by collaborating cross-functionally to ensure the support team has the tools, information, and training needed to assist customers effectively.

🎯 Requirements

• 5+ years experience in support operations within a SaaS environment, including expertise in knowledge management, quality assurance, training, support technology administration and AI-driven automation tools (e.g., Zendesk or equivalent enterprise ticketing systems). • 5+ years leadership experience managing customer support teams and cross-functional initiatives • Demonstrated success in managing complex projects, including change management, system implementations, and process optimization with multiple stakeholders. • Proven ability to utilize technologies like AI to streamline workflows, enhance customer experiences, and improve team efficiency. • Strong understanding of customer support processes in a global, multi-channel environment

🏖️ Benefits

• Competitive Salary - for Series B startup - $135,000 annually • Restricted Stock Units (RSU) • Full Medical, Dental, Vision Insurance • 401K Plan • Fitness/Gym Stipend • Paid Parental Leave • Remote Work Environment – a 100% virtual • Flexible PTO Policy • Mission Driven Company – a strong and driven culture