Customer Service Support Manager

Neu Money, Inc. is seeking a Customer Support Manager to help manage the day-to-day operations of its

customer support team. The customer support team handles customer inquiries regarding application

questions, product questions/issues, payment questions, and more. Neu Money, Inc.'s support team is

known for its high standards of care for its customers and its stark difference from the service that major

credit card companies provide to their customer base. We don't see our customers as just a number, we

instead see them, validate them, and value them as the excellent humans that they are. If that sounds like

a mission you want to be a part of, continue reading below!

This role will report to the Head of Customer Support & Compliance and key responsibilities include

ensuring that support standards are upheld, issues are identified and addressed, and driving continuous

improvement to help continue our growth towards scale.

Additionally, you will be required to regularly communicate with customers by phone, email, and other

communication channels when escalations, product concerns, high volume, or service related issues

occur.

Responsibilities

The primary responsibilities for this position are as follows:

Manage the day-to-day operations of the customer support team, ensuring that the support team

maintains high standards of service for customers at all times

Oversee support team member performance and provide real-time feedback while also

monitoring ongoing performance

Maintain established service level agreements

Conduct weekly Quality Assurance evaluations, coaching sessions, and action plans with support

team members

Regularly review and update training materials, knowledgebase articles, communication

templates (macros), and other training resources

Train new hires/BPO staff

Track team absences

Handle complex inquiries requiring escalated action/review (i.e. death of account holder, personal

information change, fraud, violation of terms of service, blocked card/account, potential

complaints, etc.)

Communicate with customers by phone, email, or other communication channels when escalated

situations arise (leadership escalations)

Create and deliver weekly reporting for key performance indicators and metrics to the Head of

Customer Support & Compliance

Complete monthly reports for key contact drivers

Submit monthly Quality Assurance reports

Participate in weekly leadership meetings with the Head of Customer Support & Compliance

Participate in partner bank calls when necessary

Assist with the recruitment, evaluation, and development of new support employees

Assist with creating and presenting a Quarterly Performance Report to review key metrics, trends,

etc. from a Quarterly viewpoint.

Assist with sourcing, implementing, and testing, additional channels of communication for

customers (i.e. text messaging, chatbot, AI, etc.)

Assist with submitting, tracking, and communicating updates for the change management

process requiring JIRA tickets on the partner bank's platform

Assist with any other projects and responsibilities as assigned

Skills & Requirements

The individual hired for this role will possess the following qualifications:

Excellent command of the English language

Drive to help people new to credit understand and achieve success with their finances

A minimum of 4 years of recent customer support leadership experience

Previous experience using customer support helpdesk tools/softphones such as Freshdesk,

Helpshift, Intercom, Zendesk, etc.

Outstanding interpersonal and communication abilities

Strong sense of empathy, kindness, and patience while also able to politely stand firm when

necessary (especially during difficult customer interactions)

Comfortable with the ambiguity of a startup environment (each day is different)

Ability to handle stressful situations

Problem solver

Flexibility to manage multiple tasks & projects simultaneously

Willingness to learn and become a product expert

Able to identify and propose solutions for improvements, gaps, etc.

Open to regular feedback and growth opportunities

Startup/FinTech experience is a major plus!

Location & Hours

This is a full-time on-site role.(Kolkata Location)

The hours for this role are 10:00 AM - 7:00 PM EST (U.S.).