Director of Customer Support, MANTL
$185-225k
+ Equity
Account opening for banks & credit unions
Job no longer available
Account opening for banks & credit unions
101-200 employees
Job no longer available
$185-225k
+ Equity
101-200 employees
Company mission
MANTL's mission is to expand access to financial services and to help traditional financial institutions modernize and grow.
Role
Who you are
- The successful candidate will have demonstrated experience rolling up their sleeves to get the job done, while building and scaling in Customer Support or similar function at a highly technical Enterprise SaaS company
- You will have experience in and curiosity about leveraging and emerging technology to support the growth of the function, including ticketing systems, AI interactions, and other supporting technologies
- You have a passion for building reliable, scalable, right-sized, and well-documented systems and services for supporting MANTL's products, as well as an interest in exploring new technologies
- Have self-starter in your DNA. You’re deeply curious about how things work, and love solving hard problems
- You’re an experienced team builder with a passion for creating efficient and effective systems
- 5+ years supporting and building infrastructure with direct hands-on experience with a variety of tools and frameworks. Familiarity with JSON, XML, and SQL plus. Ability to read Javascript preferred
- You have both the skills, and interest, to do the hard work of customer support. You will plan, design and hire a team, but before that happens, you will be expected to step deeply into the work as an individual contributor
- If you’re not interested in rolling up your sleeves and doing the work, this isn’t the right opportunity for you. But if you’re into building an amazing, great and enduring company - we’d love to talk to you
What the job involves
- Be responsible for the planning, building and scaling the Customer Support function for the company, both to serve our existing 100+ customers, but also with an eye toward continued rapid growth in users of the platform
- With the explosive growth of our in-branch application, we are seeing high numbers of new users in the product, which is and will continue to lead to growth of Tier 1 support questions (“how do I…”) as well as Tier 2 support challenges where the customer may not have the technical ability or access within the MANTL product to be able to help themselves
- To build Customer Support at MANTL, you will need to be a self-motivated, self-starter who thrives on ambiguity and has a true ownership mindset
- You will need to partner effectively and collaboratively with a diverse set of stakeholders that includes Executive leadership in Product, Engineering and Customer Success, while balancing the needs of those stakeholders with customer expectations and demands
- This is a unique opportunity where you’ll have wide latitude and Executive support to define and design customer support at an exciting and fast-growing company. The successful candidate will view this as an opportunity to become an expert in a new software platform, to be instrumental in solving customer problems, and to build support the right way from the ground up
Our take
Credit unions and community banks make up a large proportion of the roughly 10,000 banks in the US, but many of these small organizations struggle to provide key online services. Lacking the budgets to build the software needed, they usually outsource their services to legacy providers with outdated, decades-old software.
MANTL, originally established as a challenger bank, quickly realized a gap in the market and now provides digital account opening products to community banks and credit unions. Compared to older competitors such as Fiserv and Jack Henry, MANTL is able to open an account in less than 3 minutes rather than days or even weeks, and reduces fraud by more than 60%.
MANTL's success can be partly attributed to a nationwide shift from physical in-branch banking to mobile platforms, which has encouraged many more people to use apps for making deposits. This trend is showing no sign of slowing down, and with a customer base serving hundreds of thousands of people and a high degree of investment, MANTL is well poised for future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2022
$80.2m
LATE VC
Apr 2021
$40m
SERIES B
Total funding: $142.5m
Company benefits
- Equity
- Medical, vision, and dental
- 401K
- Continued education
- Flexible vacation
- Team offsites and outings
- Commuter benefits
- Learning and development
- Paid parental leave
- Mental wellness programs
- Stocked office fridge (yes, we have Spindrift)
Company HQ
Midtown South, New York, NY
Leadership
Nathaniel Harley
(CEO & Co-Founder)Spent 2 years as a Goldman Sachs Analyst before working as COO at Spoon University for a year, and then co-founding Koral Ventures.
Benjamin Conant
(CTO & Co-Founder)Previous experience as a Software Engineer at Symbiont.io and then a Senior Engineer at re# studio.
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