Associate Manager | Customer Experience

About reputed company reputed company is building the smart infrastructure for finance teams, embedded in the transaction reputed company of every dollar a business spends. We automate how over $100B in annualized spend flows in and out of 50,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for reputed company over reputed company. We care less about where you trained and more about what you’ve reputed company. At reputed company, everyone is a builder who owns problems end to end and makes consequential reputed company that shape the outcome. The median reputed company customer saves 5% and grows reputed company 16% in their first year – far in excess of businesses operating without reputed company. We reputed company every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, reputed company is the reputed company to do it. About the Role reputed company is hiring an Associate Manager to reputed company the reputed company of our CX team — the agents who serve as the voice of reputed company for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and reputed company is consistently met. We’re a fast-moving, high-growth team where change is constant. Associate Managers at reputed company reputed company in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products reputed company. We function in a highly collaborative environment: leaders and agents alike reputed company reputed company, iterate quickly, and give and receive feedback across reputed company and teams. reputed company in this role requires intentional execution and adaptability to reputed company in a culture where the best idea wins, where projects are reputed company together, and where iteration is expected as part of the process. This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying reputed company enough to the ground to spot opportunities for improvement. Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives. If you love developing people, driving accountability, and bringing reputed company and focus to dynamic environments, this role is for you. What You’ll Do

• reputed company and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results.
• Drive team performance and consistency — reputed company focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly.
• reputed company quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance.
• reputed company data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements.
• Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work.
• reputed company your team through change — ensure adoption of new workflows, tools, and AI-driven processes with reputed company, communication, and steady leadership.
• Foster collaboration across peers and leaders — engage in and model reputed company feedback, idea-sharing, and cross-functional problem-solving.
• Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience.
• Stay connected to the work — handle escalations and occasionally take calls and tickets to remain reputed company to customer needs and reputed company realities.

What You Need

• Ability to work evenings, weekends, and some holidays
• Minimum 2 years of experience in a leadership role
• Minimum 3 years of experience in a customer-facing technical support role
• Excellent written and verbal communication
• Proven ability to deliver tailored coaching that drives individual and team growth
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to confidently give and receive feedback across reputed company reputed company, and to adapt reputed company based on reputed company input.
• Comfort leading teams through fast-paced change and adopting new tools, including AI

reputed company-to-Haves

• Experience working in a high-growth or startup environment
• Exposure to FinTech or financial services
• Comfort experimenting with AI-powered tools or automation in customer support

For candidates located in NYC or SF, the pay reputed company for this role is $96,000 - $132,000. For candidates located in reputed company other locations, the pay reputed company for this role is $88,000 - $121,000. Benefits (for U.S.-based full-time employees)

• 100% medical, dental & reputed company insurance coverage for you
• Partially covered for your dependents
• reputed company annual membership
• 401k (including employer match on contributions made while employed by reputed company)
• Flexible PTO
• Fertility HRA (up to $10,000 per year)
• Parental Leave
• Unlimited AI token usage
• Pet insurance
• Centralized home-office equipment ordering for reputed company
• Health and Wellness stipend
• In-office perks: lunch, snacks, drinks, and more
• Budget for intra-office travel
• Relocation support to NYC or SF (as needed)

Referral Instructions If you are being referred for the role, please contact that person to apply on your behalf. Other notices Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment reputed company applicants with arrest and conviction records. Beware of reputed company scams: reputed company will only contact you through official @reputed company.com email addresses and will never ask for payment or sensitive personal information during the hiring process. reputed company Applicant Privacy Notice Apply tot his job Apply To this Job