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JOIN THE TEAM THAT IS ZAYZOON'S "SECRET SAUCE"
WHO WE ARE
We are a well-organized, well-funded and fast-growing Financial Technology and HR company that does right by employees across the US by not only giving them access to their own wages, on-demand, but a variety of other financial wellness tools to help improve their financial outcomes. ZayZoon is quickly becoming the employee financial wellness super-app that employees can’t live without, and employers are clamouring to offer to help attract and retain talent.
It’s how we’ve secured partnerships with franchisees such as McDonalds, KFC, Wendy’s, and Hilton Hotels! We destroy tech industry benchmarks for NPS (our 2022 score was 71!) and all you have to do is check out our 4.8-star Google Reviews to see how much Customers love us. Why do our customers love ZayZoon? Because we actually help them.
THE ROLE
WHY YOU SHOULD WORK WITH US
You:
- Like to think on your feet and work in a fast paced role where every day can be a bit different
- Are not intimidated by a tight deadline if you know that means making a genuine impact
- Are a critical thinker who thinks outside the box and challenges the status quo to push your own limits, as well as those around you
- Want to make a difference through meaningful work and are driven by purpose
- Have a strong sense of accountability - you ensure the job gets done on time, no hand holding necessary
- Are an innovative self-starter that's always looking for a better way to do things
- Get the bigger picture, and how to balance that with a focus on details because you know the little things matter
- Love small teams and are not afraid to roll up your sleeves to help others when needed
- Are looking for a great company you can grow with!
We:
- Are a tight-knit team of adults that care about our customers, our products, and each other; we walk the talk when it comes to living our Core Values
- Know that every team member makes a difference; a sense of purpose comes from understanding our vision and how each person fits into it to move our business forward
- Constantly strive to improve - always growing ourselves, each other, and our business; you can expect leaders and teammates across our organization that will support you and ensure you are positioned for personal growth and success
- Thrive on moving the needle and creating exceptional experiences for our customers
- Value a flexible environment, with an emphasis placed on getting the job done, not on hours worked -- this means taking the time and space you need for yourself and your family, but also being available for collaboration when needed, and being ready to get down to business in crunch times
- Are a group of people that genuinely love what we do. ZayZoon has a tech-industry leading Employee NPS that is consistently above 70.
- Are highly engaged, fast-paced and performance-driven, but also know how to have fun!
YOUR RESPONSIBILITIES
- Lead a team of motivated Customer Care Representatives who are focused on customer success in order to deliver on operational KPIs and maintain CSAT feedback
- Monitor customer service performance on the representative and team level
- Supporting their team by being present and approachable, answering questions, hosting Two-Weekers (check-in meetings) and broader team meetings, and providing real-time feedback to their team
- Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders
- Create reports that reflect support performance and/or conversation details
- Monitor the Customer Care queues to ensure team members are available and in the correct Intercom status
- Coordinates and leads ZayZoon new hire training for Customer Care
- Coordinate and improve daily workflows within the team and adjust resources to meet CSAT and First Response Time goals
- Coordinate with the Quality Specialist to report on team performance based on their conversation review
- Owns “escalated” customer communication through Intercom
- Owns all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
- Owns personal development of team members through coaching, feedback and career development plans
TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO:
- Has previous experience in a customer care or customer support leadership role, demonstrating a track record of delivering exceptional results
- Exhibits strong people leadership skills, with the ability to coach and inspire a team towards achieving their goals
- Demonstrates excellent communication and interpersonal skills, with a customer-centric mindset
- Shows proven coaching and development abilities, with a passion for helping team members grow and succeed
- Is adept at analyzing data and using it to drive performance improvements
- Possesses exceptional problem-solving skills, with the ability to think quickly on your feet and find creative solutions
- Demonstrates adaptability and flexibility to thrive in a fast-paced and rapidly changing environment
- Adaptability and flexibility to thrive in a growing and evolving environment
WHAT YOU BRING TO THE TABLE
- Combined experience of 4+ years that includes demonstrated leadership skills of growing and developing a customer care or customer support team
- Problem-Solving Skills: You have a keen ability to identify and analyze complex problems, think critically, and develop innovative solutions. Your resourcefulness and strategic mindset enable you to address customer care challenges effectively and efficiently.
- Process Improvement Expertise: You possess a strong aptitude for optimizing workflows and enhancing operational efficiency. You proactively seek opportunities to streamline processes, eliminate bottlenecks, and implement best practices, resulting in improved customer satisfaction and team performance.
- Change Management Abilities: You are comfortable navigating and leading through change. Your adaptability and resilience allow you to embrace new initiatives, technologies, and evolving customer care strategies. You excel at inspiring and supporting your team during transitions, ensuring smooth implementation and positive outcomes.
- Stakeholder Management: You have excellent interpersonal skills and the ability to build strong relationships with stakeholders at various levels. Your collaborative approach enables you to effectively communicate and align with cross-functional teams, facilitating the sharing of knowledge, resources, and ideas to deliver exceptional customer care experiences.
Bonus points if you have
- Bachelor’s degree
- Fintech / Saas / banking experience
CORE VALUES
Our Core Values are our shared beliefs as a team. We bring them to life in our organization by recognizing when someone demonstrates them in their actions. They are the rules of engagement for our team that guide our decisions and we treat each other, our partners, and our customers. Are you aligned with our Core Values?
- Hustle – Own it, take it to the next level
- Trust – Do the right thing
- People Driven – Make a positive impact
- Mastery - Thirst for knowledge and improvement
ANYTHING ELSE YOU MIGHT NEED TO KNOW
Candidates must be based in USA in order to be considered.
We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis.
Due to the nature of our business the chosen candidate must undergo a criminal record check and a basic security clearance.
Please note that a final step in our hiring process is for candidates to arrange personal reference calls with former managers and others we may choose. We wish to thank all qualified applicants for their interest in joining our team!