What are the responsibilities and job description for the Customer Service Lead position at Lili?
About Lili
Lili is an all-in-one banking app designed for freelance workers. Combining banking services with real-time expense tracking, tax tools, and financial insights, Lili empowers independent workers with the tools they need to stay in control of their finances while saving time and money. Led by serial entrepreneurs with 20 years of fintech experience, CEO Lilac Bar David and CTO Liran Zelkha, Lili is backed by Group 11, Foundation Capital, AltaIR Capital, Primary Venture Partners, and Torch Capital. Founded in 2018, Lili is headquartered in New York and serves customers in all 50 states. To learn more about Lili, visit Lili.co.
Lili Financial Services is looking for a Customer Service Lead to join our team.
What you’ll do:
- QA of agent calls and tickets
- New agent and ongoing team training
- Monitor overall team attendance and break time
- Suggest new procedures to improve customer service
- Take ownership and resolve escalated customer issues
- Motivate, engage and provide positive, effective feedback and coaching to the customer service team to meet goals
- Act as the first point of contact for customer service team questions
Requirements:
- Excellent written and verbal communication
- Strong client-facing and interpersonal skills
- Bachelor’s degree
- 2 years of customer service experience
- 2 years of Fintech\Insurtech startup experience
- Helpful, positive personality
- Outstanding customer service skills
- Thrives in a dynamic and complex startup environment, supporting multiple product sets and navigation of diverse system applications
- Eagerness to learn and accept challenges
- Tech-savvy
- Able to work flexible hours and shifts
Benefits
- Competitive salary
- Health, vision, and dental insurance
- 401(k) plan
- Stock Options