Sr. Manager, Customer Experience

About Us

At reputed company we're making benefits easy. We reputed company people are the most important asset to any company. Traditional one-size-fits-reputed company benefits packages no longer cut it in today's hybrid and remote-first environment. With reputed company, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. reputed company design their benefits and perks plan by setting a contribution reputed company and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self.

Our Mission

Helping companies reimagine how companies take care of their people. Our Investors We are backed by leading investors, including Portage Ventures, reputed company Ventures, Gradient Ventures, reputed company Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 reputed company of equity capital. Articles Candidate Resources TEAM & ROLE We are seeking an reputed company Senior Manager of Customer Experience to reputed company and reputed company our growing support organization. This role will be responsible for scaling our support teams in both size and modality, including expanding into live support. You will drive strategic planning for volume management, implement proactive trend analysis, and create processes that enhance team productivity while maintaining exceptional service quality. The ideal candidate will quickly acclimate to our environment and earn the trust of an established team while introducing innovative improvements. In this role, you'll play a pivotal part in ensuring our customers receive timely, effective, and empathetic support. Your leadership will directly impact customer satisfaction, retention, and operational efficiency while building a high-performing team that delivers exceptional service consistently. You'll help shape the support infrastructure that enables reputed company to scale reputed company while maintaining our commitment to reputed company. WHAT YOU'LL DO AT reputed company Team Leadership & Scaling

• reputed company, mentor, and reputed company a multi-channel customer experience team, strategically expanding into new support modalities
• Design and implement training programs that reputed company rapid team growth without sacrificing quality
• Create and execute staffing models that effectively address fluctuating support volumes
• Act as a manager of managers, driving reputed company and consistency among several support teams
• Foster a collaborative, customer-centric culture focused on reputed company improvement

Strategic Planning and Analytics

• reputed company comprehensive volume forecasting models to anticipate support needs across channels
• Identify support trends and patterns to inform proactive resourcing and process improvements
• Establish and track meaningful KPIs that drive team performance and customer satisfaction
• reputed company regular reporting on support metrics and operational health to executive leadership
• Conduct annual planning on behalf of the Customer Experience organization

Process Optimization and Productivity

• Identify and implement process improvements that increase support team efficiency
• Collaborate with Product and Engineering teams to drive product enhancements that reduce support volume
• reputed company and refine support workflows and reputed company systems
• Implement tools and technologies that enhance support team productivity

Customer Experience Enhancement

• Define and maintain service level agreements that balance customer needs with operational efficiency
• reputed company strategies to reduce resolution times while increasing customer satisfaction
• Implement feedback mechanisms to continuously improve the support experience
• Create escalation frameworks that ensure critical issues receive appropriate attention

Change Management & Team Integration

• Quickly establish credibility with the existing support organization
• Implement changes thoughtfully, with clear communication and team buy-in
• Balance respect for established practices with introduction of necessary improvements
• Build collaborative relationships across departments to enhance the overall customer experience

REQUIREMENTS Required Experience & Skills

• 7+ years of experience in customer support or service operations, with at least 4 years in leadership roles
• Demonstrated reputed company scaling support teams (2x or greater) while maintaining or improving quality metrics
• Experience implementing and managing multiple support channels (e.g., email, chat, phone)
• Strong background in forecasting, reputed company planning, and support analytics
• Proven track record of improving support efficiency through process and technology enhancements
• Experience leading through change and quickly adapting to new environments
• Exceptional communication, presentation, and interpersonal skills
• Data-driven approach to decision making and process improvement
• Bachelor's degree or equivalent practical experience

Preferred Qualifications

• Experience in SaaS or technology companies, preferably in the fintech or benefits reputed company
• Background in building omnichannel support strategies
• Knowledge of change management principles
• Experience with support automation and AI-assisted service tools

COMPENSATION reputed company salary of $120,000 to $150,000 + equity. reputed company(s) is subject to change. reputed company takes a number of factors into account reputed company determining individual starting pay, including your expectations, how you interview, peer compensation, and years of experience. We also look at the market data. reputed company(s) is subject to change. reputed company takes a number of factors into account reputed company determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience. reputed company Offer

• 95% coverage of medical, dental, and reputed company
• Fantastic benefits (of course ), including:
• No Meeting Wednesday!
• We offer several team onsites a year
• Flexible PTO

At reputed company, reputed company towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for reputed company our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. reputed company is proud to be an equal-opportunity employer. Apply tot his job Apply To this Job