What are the responsibilities and job description for the Customer Support Manager position at Groundfloor?
SUMMARY:
Groundfloor Finance is a dynamic and rapidly growing fintech company revolutionizing the way people invest in real estate. Groundfloor is committed to democratizing finance, empowering investors, and driving innovation in the real estate investment space.
We are seeking a highly motivated and experienced Manager of Customer Support. Operating in a fast-paced and dynamic environment, this role plays a pivotal part in enhancing customer experience, upholding financial integrity, and combating fraud. This role will work closely with the Product and Product Engineering teams to be the voice of the customer.
Groundfloor is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!
THIS JOB MIGHT BE FOR YOU IF:
- You thrive in a startup environment, embracing the challenges of evolving processes, organizations, and technologies.
- You possess experience managing customer success and support teams in the fintech or alternative investment industry.
- A strong desire to learn, grow, and take ownership characterizes your approach.
- You can synthesize data and analytics to formulate sound program objectives and goals.
- Patience, resilience, and a willingness to tackle challenging, ambiguous, or intense tasks are part of your work ethic.
- You love technology and are eager to understand how customers use our products.
- Your communication skills adapt seamlessly to resonate with different stakeholders.
- As a strategic thinker, problem-solving, and decision-making bring you joy.
A DAY IN THE LIFE:
- Measure the effectiveness of customer support by refining operational metrics and providing status updates to the leadership team.
- Drive continuous improvement to enhance service levels, increase customer satisfaction, and reduce resolution times.
- Collaborate with engineering and product management to manage critical situations and incidents.
- Establish the "voice of the customer" through clear feedback to inform product roadmaps.
- Lead customer service training and new hire onboarding programs.
- Maintain an in-depth product knowledge base through regular meetings with the Product team.
- Identify patterns and trends in tickets to resolve issues holistically.
- Develop and implement strategies to maximize customer value from investments.
- Utilize adoption stats to gauge customer engagement and identify opportunities for further training.
- Manage mission-critical escalations from Customer Support Specialists.
- Identify fraud trends, analyze accounts, and share feedback on observations.
- Train customer support team members on fraud prevention techniques related to investment products.