Shopper Support Manager- Fully remote, candidate must be based in Colombia.
About the Role:
The Shopper Support Manager oversees a team of support agents to ensure team members are operating efficiently and effectively. You will collaborate on strategies for meeting team and company goals regularly. A Support Manager provides consistent evaluation of processes and performance to provide improvement suggestions to the support leadership team.
About Sezzle:
Sezzle is a cutting-edge fintech company whose mission is to financially empower the next generation. Sezzle has built a payment platform that increases purchasing power for consumers by offering interest-free installment plans.
What Makes Working at Sezzle Awesome?
At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators; we are skilled musicians, yogis, cyclists, chefs, golfers, dog-lovers, and rock-climbers. We believe in surrounding ourselves with not only the best and the brightest individuals, but those that are unique and purpose-driven in all that they do. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.
Key Role Responsibilities:
- Ensure operational success of team
- Work to ensure that KPI’s are being met/reported, actively creating and communicating action plans when necessary.
- Consistent reporting of department goals showcasing progress and purpose.
- Provide leadership and guidance to support team members.
- Use weekly one on ones to consistently provide feedback on performance, ensuring individual goals/KPI’s are on track
- Execute efficient/effective training processes, providing feedback to our training team when gaps are identified.
- Constantly evaluate processes of the department working to increase efficiency, performance, and overall customer satisfaction.
- Maintain appropriate coverage of all support channels utilizing WFM tools
- Lead by example by showing unparalleled dedication to expectations, and the overall success of Sezzle as a company
- Collaborate with other Support Managers to plan and execute strategies to appropriately cover incoming support volume.
Ideal Skills & Experience:
- Contact management software experience
- Experience leading a customer support team
- Proven track record of improving team efficiency through coaching and process improvement
- Ability to motivate and communicate effectively
Nice to Have:
- Experience in a startup or software environment
- FinTech knowledge / experience
About You:
- A+ character. We are team-first here at Sezzle.
- A hard-working mentality. It’s early and there is still a lot to build.
- An excellent communicator.
- Ownership. You aren’t afraid to take on new responsibilities and you act like an owner in everything you do.
- A fun attitude. Life’s too short. We can have fun while we work hard on cool things.
- Smarts. We need people that are smart enough to make decisions on their own and also smart enough to know when they need input from others.
#Li-Remote
