Senior Manager of Customer Experience Operations, Esusu Financial
$135k
+ Restricted Stock Units
More information about location
Rent reporting product
Job no longer available
Rent reporting product
101-200 employees
Job no longer available
$135k
+ Restricted Stock Units
More information about location
101-200 employees
Company mission
To dismantle barriers to housing for working families.
Role
Who you are
- This role demands exceptional communication, organizational, problem-solving, flexibility, and time management skills
- 5+ years experience in support operations within a SaaS environment, including expertise in knowledge management, quality assurance, training, support technology administration and AI-driven automation tools (e.g., Zendesk or equivalent enterprise ticketing systems)
- 5+ years leadership experience managing customer support teams and cross-functional initiatives
- Demonstrated success in managing complex projects, including change management, system implementations, and process optimization with multiple stakeholders
- Proven ability to utilize technologies like AI to streamline workflows, enhance customer experiences, and improve team efficiency
- Strong understanding of customer support processes in a global, multi-channel environment
- Technical Expertise: Proficiency in configuring, maintaining and optimizing customer support systems (eg. Zendesk, Confluence, Jira) Knowledge of integrating support tools with other platforms (eg. CRM, analytics tools) and managing APIs
- AI-Powered Automation Strategy & Implementation: Proficiency in the design, implementation and optimization of AI-driven automation tools, such as chatbots, voice virtual assistants and email ticket bots
- Process Automation and Data Insights: Designing and implementing automations and workflows to improve efficiency. Strong analytical skills to interpret data, generate insights and create dashboards/reports on key metrics
- Problem Solving and Troubleshooting: Diagnosing and resolving system or process related challenges efficiently, with minimal disruption to operations
- Communication & Collaboration: Collaborating with cross functional teams to align tools and processes with business goals. Training staff on new processes, tools and best practices
- Project & Change Management: Leading projects independently, managing timelines, resources and stakeholders and expectations effectively
- Customer and User Experience Approach: Configuring workflows and tools to enhance customer satisfaction and user-friendliness for agents
- Knowledge of Emerging Technologies: Staying updated on trends like AI-powered chatbots, and self-service platforms and implementing new tools to drive business objectives
- Strategic Planning: Anticipating future operational needs and aligning strategies with long-term business goals
- Self-Management & Accountability: Ability to work independently, prioritize tasks and manage responsibilities in a remote environment
What the job involves
- The Senior Manager of CX Operations is responsible for developing and implementing strategies to enhance the support team’s ability to deliver world-class customer experiences
- In this role, you will drive automation, self-service capabilities, and team effectiveness by improving workflows, leveraging emerging technologies (such as AI), and implementing knowledge management, quality assurance, and training programs
- You will play a pivotal role in the department's success by collaborating cross-functionally to ensure the support team has the tools, information, and training needed to assist customers effectively
- Serve as the primary point of contact for daily operations within Zendesk and other support tools (e.g., quality, scheduling, workforce management), managing feature requests, user account provisioning, workflow optimizations, and automations
- Leverage AI capabilities to drive automation, enhance self-service, and improve the customer and agent experience. (e.g., chatbots, virtual voice assistants, email ticket bots, etc)
- Design, implement, and continuously audit workflows and system configurations to optimize the customer and user experience
- Coordinate and oversee support operations initiatives, collaborating with cross-functional teams to ensure successful implementation of business objectives, such as product launches, policy changes, customer acquisition, and tool integrations
- Implement and manage content management systems and guidelines, collaborating with cross-functional teams to ensure the accuracy, relevance, and accessibility of knowledge resources
- Manage new feature deployments, internal testing, and rollout processes across support teams
- Create and maintain process flow documentation and training materials, ensuring support staff are well-equipped to utilize new tools and processes
- Develop dashboards to track and report on operational performance and automation outcomes
- Gather and document requirements for new technology investments, overseeing the vendor review and selection process
Our take
The majority of US renters do not receive credit for paying their rent on time, contributing to the lack of credit scores among financially marginalized groups and making them easy prey for predatory lenders. Esusu is a financial platform leveraging data solutions, focused on empowering immigrant and minority groups to build and establish their credit scores.
Without access to building credit, people are vulnerable to financial insecurity, which is what Esusu sets out to combat. As well as helping these people build credit, the company also helps property owners mitigate against initiating evictions through the use of data and insights, reducing the chance of their renters becoming homeless.
Through multiple funding rounds, raising capital from some of the world's most notable investors, Esusu has grown to reach Unicorn status. With plans to prioritize scaling its team, the company has proven itself a leader in its industry and is making a significant positive impact on the lives of many Americans.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2022
$130m
SERIES B
Jul 2021
$10m
SERIES A
Total funding: $142.7m
Company HQ
Financial District, New York, NY
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