Job Title

Neu Money, Inc. is seeking a Customer Support Manager to help manage the day-to-day operations of itscustomer support team. The customer support team handles customer inquiries regarding applicationquestions, product questions/issues, payment questions, and more. Neu Money, Inc.’s support team isknown for its high standards of care for its customers and its stark difference from the service that majorcredit card companies provide to their customer base. We don’t see our customers as just a number, weinstead see them, validate them, and value them as the excellent humans that they are. If that sounds likea 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 includeensuring that support standards are upheld, issues are identified and addressed, and driving continuousimprovement to help continue our growth towards scale.Additionally, you will be required to regularly communicate with customers by phone, email, and othercommunication channels when escalations, product concerns, high volume, or service related issuesoccur.ResponsibilitiesThe primary responsibilities for this position are as follows:● Manage the day-to-day operations of the customer support team, ensuring that the support teammaintains high standards of service for customers at all times● Oversee support team member performance and provide real-time feedback while alsomonitoring ongoing performance● Maintain established service level agreements● Conduct weekly Quality Assurance evaluations, coaching sessions, and action plans with supportteam members● Regularly review and update training materials, knowledgebase articles, communicationtemplates (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, personalinformation change, fraud, violation of terms of service, blocked card/account, potentialcomplaints, etc.)● Communicate with customers by phone, email, or other communication channels when escalatedsituations arise (leadership escalations)● Create and deliver weekly reporting for key performance indicators and metrics to the Head ofCustomer 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 forcustomers (i.e. text messaging, chatbot, AI, etc.)● Assist with submitting, tracking, and communicating updates for the change managementprocess requiring JIRA tickets on the partner bank’s platform● Assist with any other projects and responsibilities as assignedSkills & RequirementsThe 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 whennecessary (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 & HoursThis is a full-time on-site role.(Kolkata Location)The hours for this role are 10:00 AM - 7:00 PM EST (U.S.).