CX Operations Manager
Posted on 7/26/2023

201-500 employees

Financial services
Company Overview
Earnin's mission is to build a financial system that works for people. The financial system doesn’t work for people. But Earnin does. Earnin is an app that lets people get paid as soon as they leave work, with no fees, interest, or hidden costs. App users can receive their money in their bank account instantly at little or no cost — as they operate on a pay what you choose model. All they need is a bank account and a job that provides direct deposit or uses electronic timesheets.
United States
Experience Level
Desired Skills
Operations & Logistics
  • Bachelor's degree or equivalent experience
  • 5+ years experience in CS operations for a rapidly growing organization preferably FinTech and/or financial services
  • Proven experience with leadership, business acumen, problem solving, critical thinking and analytical skills in financial services or highly regulated industry
  • Hands-on leadership, curious and open to deep dive and analyze data and tickets
  • Ability to collaborate with team members, and assist with maintaining a highly motivated team
  • Outstanding interpersonal skills and empathy for customers
  • Highly organized and comfortable planning and leading projects involving cross-functional stakeholders
  • Excellent written and verbal communications skills
  • SQL a plus
  • Help define, own, and scale the customer support experience for Earnin products including processes, procedures, workflows, and escalations end-to-end
  • Monitor and report on contact center KPIs and metrics. Keeping efficiency and effectiveness top of mind
  • Design and manage the workflows of customer support channels, including escalations end-to-end and meet or exceed escalations response time SLA
  • Launch and manage programs and projects based on operational areas of needs and challenges
  • Partner closely with Product and IT teams to manage roadmap for CX tools improvements (CRM, AI, homegrown tools)
  • Collaborate cross-functionally with IT, Product, and Engineering on the use of CX systems, applications and other technology tools to support automation and optimization of the CX org and workflows
  • Partner with Product and Engineering teams to improve products, processes and the resulting customer experience for our community: Own the lifecycle of CX incidents from first report ⇒ full resolution. Help team manage CX<>Product feedback loop process regularly sharing product insights and highlighting opportunities
  • Analyze data and insights to identify and share opportunities to improve product and service quality