Manager, Customer Enablement

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

This position leads a team of Customer Support Analysts that provides high level customer support for responding to customer product-related inquiries. Manage escalations and facilitate discussions with internal departments for delivery of timely solutions. Utilizes metrics to measure quality and timeliness goals while continually looking to reduce customer friction points. Identifies trends and recurring themes with our customers and shares broadly across internal partners and leaders. Selects, develops, and evaluates personnel to ensure a customer obsessed team is continually improving our level of service and customer experiences. Actively provide and manage clear and concise status updates in customer facing case management.

Essential Functions

• Leads a team of Customer Support Analysts to receive, manage and resolve customer cases.

• Ensures team members have the necessary skills, training, direction, and support to work independently and to maintain active progress on multiple cases.

• Manage complex customer issues, drive decisions to facilitate cases, and clear road-blocks. Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed.

• Identifies process improvements and drives operational efficiencies to increase team capacity.

• Identifies initiative-taking insights of customer behavior and shares opportunities to improve their experience and satisfaction with the appropriate stakeholders.

• Drives customer and internal engagement to proactively provide status updates and obtain feedback for opportunities to improve.

• Performs quality assurance routines to confirm adherence to SLAs and customer satisfaction goals while ensuring the department follows internal policies and procedures.

• Manages team responses to ensure consistent, thorough communication until cases are resolved.

• Manages and responds to customer escalations when beyond the skill and knowledge of CSMs. Manages customer escalations taken on by CSMs to ensure resolution and adequate response.

• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a bachelor’s degree in business administration, Operations Management, or related field.

• Proven success in driving elevated level of client satisfaction.

• 6 or more years of prior customer support and escalation experience.

• 2 or more years of leadership experience.

• Results Driven / Delivers success before or ahead of schedule.

• Able to clearly present to Clients and Functional Business Leaders. Exceptional written and verbal skills. Demonstrates the ability to communicate internally and externally at senior levels.

• Successfully manage pipelines of multiple customers with initiative-taking updates to core stakeholders.

• Understands our customers and their use cases.

• Background and drug screen.

Preferred Qualifications

• Financial services / banking experience, especially with payments / DDA systems

• Additional related education and/or experience preferred.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift ten pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Some of the Ways We Prioritize Your Health and Happiness 

•  Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.