Client Service Senior Manager, Rho
$165-195k
+ Equity
5 days a week in office
Business banking platform
Be an early applicant
Business banking platform
201-500 employees
Be an early applicant
$165-195k
+ Equity
5 days a week in office
201-500 employees
Company mission
To take the friction out of finances, and to prime their customers for success.
Role
Who you are
- The ideal candidate has a passion for exceptional customer service and a track-record of running high-performing teams in a fast-paced fintech environment
- Experience: 7+ years of customer service/support experience, including a minimum of 2 years in a management or leadership role
- Industry Background: Prior experience in fintech or technology, ideally within a high-growth startup environment
- Exceptional Communication Skills: Proven ability to enhance team communication abilities and deliver superior customer interactions
- QA & Training Expertise: Strong background in quality assurance, documentation, and protocol development
- Technical Proficiency: Familiarity with Zendesk or similar customer support software is required
- Organizational Skills: Excellent multitasking, prioritization, and problem-solving abilities in a fast-paced environment
- Talent Development Experience: Demonstrated success in hiring, training, and developing customer support professionals
What the job involves
- Expert support is a competitive advantage for Rho. We are looking for an experienced Senior Manager of Customer Service, who will be responsible for enhancing this competitive edge.
- Your will focus on elevating our service standard, ensuring excellent operational delivery, and building a high-performance culture within our global support team.
- You will lead a team of 15-20 Associates and 2-3 line managers, and report to the SVP of Customer Experience.
- This role is based out of our New York City office 5 days per week
- Day-to-Day Team Management: Act as mission control for the customer service team, overseeing daily operations to ensure high-quality service delivery and immediate issue resolution
- Client Communication Improvement: Elevate the communication standards of the team with clients, ensuring effective and interactions across all channels (phone, chat, and email)
- Training and QA: Provide ongoing training and development to enhance team skills. Oversee and refine QA processes to uphold service standards,
- Process and Protocol Improvement: Build and revisit operational processes and protocols to create consistent issue resolution and service delivery that aligns with our SLAs
- Talent Acquisition: Lead the hiring process domestically and internationally to ensure a world-class customer support team
- International Travel: comfort with traveling to Rho's office in Belgrade 3-4 times a year for facetime with the team
Our take
Rho was founded to address the growing need among small and medium-sized businesses for a unified solution to manage corporate spending and cash flow. Aiming to serve companies with 30 to 500 employees, Rho designed its platform to create seamless workflows across banking, corporate cards, and accounts payable.
The company introduced Rho AP, an accounts payable product, followed by a corporate card in partnership with Sterling Bank, enhancing its offering for businesses looking for efficiency in managing financial operations. With a clear focus on product strategy and growth, Rho has been expanding its team and integrating AI capabilities into its platform to stay ahead of the evolving fintech landscape.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Dec 2021
$75m
SERIES B
Jan 2021
$15m
SERIES A
Total funding: $97.2m
Company benefits
- Medical, dental, and vision
- Commuter benefits
- Flexible work policy
- Wellness perks
Company values
- Speed: We move fast. Really fast. Speed is critical to every move we make. We prioritize impact, focus on tasks that add immediate value, and relentlessly refine our work to achieve more for our clients. Our pursuit of speed helps propel our journey from incremental to transformational change year over year
- Precision: We may not make the most moves, but we make the right ones—every time. We believe in critical thinking, deep research, thoughtful analysis, and careful work that makes a difference. Through precision, Rho delivers meaningful, impactful results for our company, our culture, and our customers
- Diversity: Rho’ers come from many different backgrounds, specialties, and career paths. Our differences amplify not only our individual potential but also our collective ambition. Our diverse voices, perspectives, and skill sets mean we’re always ready to take on any challenge in any industry
- Empathy: We at Rho consider empathy our paramount company value. We have empathy for our clients, our colleagues, and our partners. We strive to understand them, relate to them, and consider them with compassion in every aspect of our daily work. We are here for all and push forward for all
- Creativity: We push ourselves to imagine exciting new possibilities and outcomes that defy the status quo. We don’t dismiss established practices on principle but consider alternatives through a unique lens, breaking down traditional barriers to innovation, collaboration, and performance
Company HQ
SoHo, New York, NY
Articles
Leadership
Everett Cook
(CEO)Studied International Economics at Vanderbilt, before working in Investment Banking at Deutsche Bank. They were a Senior Analyst at Taylor Woods and Atreaus Capital.
Alex Wheldon
(President & CPO)Founded Trebax Innovations and Kanary Limited. Served as CMO of Smarkets and CPO of Lyst.
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