Clair Care Team Lead, Clair
$81.8k
+ Equity
More information about location
Wage advance service
Be an early applicant
Wage advance service
21-100 employees
Be an early applicant
$81.8k
+ Equity
More information about location
21-100 employees
Company mission
To create financial freedom for America’s workforce.
Role
Who you are
- The ideal candidate will bring strong leadership experience, excellent problem-solving skills, and a passion for delivering exceptional customer service in a fast-paced, tech-driven environment
- At least 3 years of experience leading a customer support or operations team, preferably in a SaaS or FinTech environment
- Proven experience maintaining and updating support documentation (knowledge bases, internal wikis, process manuals, etc.)
- Experience leading and motivating a remote team in a distributed work environment, with the ability to maintain engagement, build trust, and create a sense of connection across remote teams
- Excellent leadership and interpersonal skills, with a proven ability to motivate and guide a diverse team
- Strong communication skills, both written and verbal, with an ability to explain complex technical concepts in simple terms
- Strong problem-solving skills, with a customer-first mindset
- Proficiency in mathematics and numerical analysis, vital for effectively interpreting and utilizing data within our organization's narrative
- Skills in planning, prioritizing, and adapting within a fast-paced environment; maintaining a high level of organizational skills, efficient follow-through, and a high sense of accountability
- Enthusiasm for contributing to an early-stage startup within the fintech sector and eagerness to delve into the intricacies of on-demand pay
- A collaborative mindset and readiness to work diligently alongside the dedicated team at Clair, striving for collective success in our endeavors
- Comfortable using customer support tools (e.g., Zendesk, Freshdesk, Intercom, etc.), CRM systems, and ticketing systems
- Familiarity with financial products, services, or platforms is a plus
- Basic understanding of technical troubleshooting, especially in SaaS-based products
What the job involves
- We are seeking a Clair Care, Team Lead to join our Customer Support department
- This role is a blend of team management, strategic planning, and hands-on support
- You will oversee a team of support agents, ensuring they deliver high-quality assistance to our clients while maintaining consistent service levels
- In addition, you will play a critical role in developing and maintaining internal documentation, ensuring that the knowledge base is up-to-date, accurate, and comprehensive
- You will also collaborate with cross-functional teams to optimize workflows and improve overall customer experience
- Team Leadership & Development:
- Lead and mentor a team of support agents, providing guidance, motivation, and professional development
- Foster a positive and productive team environment focused on collaboration, learning, and continuous improvement
- Motivate and keep the team engaged in a remote working environment
- Monitor team performance metrics (e.g., response times, resolution times, customer satisfaction) and implement strategies for improvement
- Conduct quality reviews of team tickets to uphold standards of excellence and ensure consistent service delivery
- Conduct regular one-on-one meetings and performance reviews to track progress, set goals, and identify growth opportunities
- Support Management:
- Oversee day-to-day operations of the support team, ensuring timely and effective responses to customer inquiries via multiple channels (email, chat, phone, etc.)
- Troubleshoot and resolve escalated issues, working closely with customers to ensure their needs are met and concerns are addressed
- Analyze recurring customer issues and collaborate with product, engineering, and other departments to drive product improvements and issue resolution
- Support monthly banking reporting efforts, monitoring key metrics to ensure alignment with partner bank expectations and providing recommendations to the Manager as required
- Develop comprehensive expertise in Clair's offerings, including the signup process, wage advance and repayment solutions, providing a valuable crash course in fintech for interested candidates
- Documentation & Knowledge Base:
- Develop, update, and maintain internal and external support documentation, ensuring it reflects current processes, product features, and best practices
- Ensure that the knowledge base is comprehensive, accurate, and easy to navigate for both customers and support agents
- Train and educate the support team on new documentation, tools, and processes to ensure consistency and accuracy across all customer interactions
- Cross-functional Collaboration:
- Work closely with product, engineering, and other departments to relay customer feedback and drive improvements based on recurring issues or pain points
- Help identify opportunities for process improvements to increase team efficiency and enhance the overall customer experience
- Collaborate with leadership on scaling the support function and developing new strategies to meet customer demands
Our take
Clair is a social impact fintech startup offering instant no-fee pay access, so that gig companies and HR tech can offer hourly workers cash advances on their earnings. It aims to both mitigate the risks taken on by workers in the growing gig economy, and help gig companies recruit and retain their workforce in a market characterized by fluctuating demand.
Clair secured a high level of funding from Thrive Capital, a big win given their reputation for funding and building game-changing fintech. This is a game that certainly looks set to change - with 80 million hourly workers and 60 million gig workers, this precariously positioned segment of the US workforce is both large and growing.
Mastercard, MetaBank, and Galileo have all thrown their weight behind Clair to provide the financial infrastructure that makes their payment model possible. Following the recent surge in the gig economy, Clair offers both an attractive and necessary tool to sustain the livelihoods of the people working in this sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2025
$23.2m
SERIES B
Jul 2023
$25m
EARLY VC
Total funding: $68.3m
Company benefits
- 100% Medical, Dental, & Vision Coverage, with option to extend to your family
- Fully-paid parental leave
- Company-sponsored 401k, HSA, and FSA
- Unlimited vacation
- Work from home setup allowance
- Access to your earnings every day on Clair
- Company-sponsored short-term and long-term disability insurance
Company HQ
Flatiron District, New York, NY
Leadership
Alex Kostecki
(Co-Founder, President & COO)Alex worked at Deloitte for 6 years, spending time in strategy and operations consulting before co-founding Clair.
Nico Simko
(Co-Founder & CEO)Nico worked in Fintech M&A at J.P. Morgan and is part of the Finance Council for Forbes.
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