If you can send your friends money in seconds, why does it still take your employer two weeks to send your paycheck?
At Clair, we are on a mission to create financial freedom for America's workers by giving them a digital banking platform that allows them to get paid as soon as they clock out of work. But we're not just another digital bank or on-demand pay provider. We meet Americans at their place of work by embedding our products within the scheduling, workforce management, and payroll apps they already use every day.
Learn more about us at getclair.com/about
We are seeking a Clair Care, Manager to join our Customer Support department. The ideal candidate will bring strong leadership experience, excellent problem-solving skills, and a passion for delivering exceptional customer service in a fast-paced, tech-driven environment. This role is a blend of team management, strategic planning, and operational excellence. You will oversee a team of support agents, ensuring they deliver high-quality assistance to our clients while maintaining consistent service levels. You will also collaborate with cross-functional teams, using data to optimize workflows and inform improvements to the overall customer experience.
Key Responsibilities- Team Leadership & Development:
- Lead and mentor a team of support agents, providing guidance, motivation, and professional development.
- Drive the initiative as we move towards a more metrics-focused organization.
- Foster a positive and productive team environment focused on collaboration, learning, and continuous improvement.
- Motivate and keep the team engaged in a remote working environment.
- Monitor team performance metrics (e.g., response times, resolution times, customer satisfaction) and implement strategies for improvement.
- Conduct quality reviews of team tickets to uphold standards of excellence and ensure consistent service delivery.
- Conduct regular one-on-one meetings and performance reviews to track progress, set goals, and identify growth opportunities.
- Support Management:
- Oversee day-to-day operations of the support team, ensuring timely and effective responses to customer inquiries via multiple channels (email, chat, phone, etc.).
- Be the expert in team performance metrics. You understand how to move the needle and are the direct pulse point to all things Care for the rest of the organization.
- Troubleshoot and resolve escalated issues, working closely with customers to ensure their needs are met and concerns are addressed.
- Analyze recurring customer issues and collaborate with product, engineering, and other departments to drive product improvements and issue resolution.
- Support monthly banking reporting efforts, monitoring key metrics to ensure alignment with partner bank expectations and providing recommendations to the Manager as required
- Develop comprehensive expertise in Clair's offerings, including the signup process, wage advance process, and repayment solutions, providing a valuable crash course in fintech for interested candidates.
- Documentation & Knowledge Base:
- Develop, update, and maintain internal and external support documentation, ensuring it reflects current processes, product features, and best practices.
- Ensure that the knowledge base is comprehensive, accurate, and easy to navigate for both customers and support agents.
- Train and educate the support team on new documentation, tools, and processes to ensure consistency and accuracy across all customer interactions.
- Ensure your team has constant visibility into what our metrics are and how they’re performing against them.
- Cross-functional Collaboration:
- Work closely with product, engineering, and other departments to relay customer feedback and drive improvements based on recurring issues or pain points.
- Help identify opportunities for process improvements to increase team efficiency and enhance the overall customer experience.
- Collaborate with leadership on scaling the support function and developing new strategies to meet customer demands.
- At least 4 years of experience leading a customer support or operations team, preferably in a SaaS or FinTech environment.
- Proven experience maintaining and updating support documentation (knowledge bases, internal wikis, process manuals, etc.).
- Experience leading and motivating a remote team in a distributed work environment, with the ability to maintain engagement, build trust, and create a sense of connection across remote teams.
- Demonstrated operational excellence - you understand what a high-performing team looks like, and all of the levers that can be pulled to get it there.
- Excellent leadership and interpersonal skills, with a proven ability to motivate and guide a diverse team.
- Strong communication skills, both written and verbal, with an ability to explain complex technical concepts in simple terms.
- Proficiency in mathematics and numerical analysis, vital for effectively interpreting and utilizing data within our organization's narrative.
- Skills in planning, prioritizing, and adapting within a fast-paced environment; maintaining a high level of organizational skills, efficient follow-through, and a high sense of accountability.
- Enthusiasm for contributing to an early-stage startup within the fintech sector and eagerness to delve into the intricacies of on-demand pay.
- A collaborative mindset and readiness to work diligently alongside the dedicated team at Clair, striving for collective success in our endeavors.
- Comfortable using customer support tools (e.g., Zendesk, Freshdesk, Intercom, etc.), CRM systems, and ticketing systems.
- Familiarity with financial products, services, or platforms is a plus.
- Basic understanding of technical troubleshooting, especially in SaaS-based products.
Location: This role is fully remote. We are open to candidates based in the U.S. (residing in Eastern, Central, or Mountain time zones).
Compensation: The annual base salary for this role is $92,000.00. The base pay for this role is determined using many factors, such as education, skills and experience and is reflective of Clair Series stage and size. Base pay is only one part of Clair’s competitive total compensation package which includes equity, benefits and additional perks. The base pay range is subject to change and may be modified in the future.
Apart from getting to work with our incredible team, here are some of the benefits you can expect when you join Clair:
- Medical, Dental, & Vision Coverage, with option to extend to your family
- Fully-paid parental leave
- Company-sponsored 401k, HSA, and FSA
- Unlimited vacation for salaried roles, generous PTO for hourly roles
- Work from home setup allowance
- Access to your earnings every day on Clair
- Company-sponsored short-term and long-term disability insurance
Clair is an equal opportunity employer and we value diversity at our company. We actively seek a diverse applicant pool and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
What We Do
Clair is a New York-based mission driven digital banking platform that provides American workers with fee-free access to their earnings anytime via our Clair Debit Mastercard and FDIC-insured Spending and Savings accounts. Clair’s On-Demand Pay product is embedded within the digital or physical punch clocks of our HR technology partners, where American workers clock in and out every day. By giving workers control and access to their earnings anytime, Clair is bringing financial confidence to America's workforce.
Clair is trusted by leading HR tech companies such as When I Work and 7Shifts and provides a valuable free employee benefit utilized by thousands of businesses across the United States.
Bank Services provided by MetaBank®, N.A., Member FDIC.
