This position is 100% remote, but candidates must reside in Costa Rica or the United States

Are you looking for a friendly, fast-paced workplace with an emphasis on helping customers and empowering team members? Snap Finance is a thriving leader in the financial services industry, and our team members are the foundation of our success. Snap knows that happy, empowered, and engaged team members are essential to innovation and business success- and our approach is working. Snap has been recognized by Comparably as a Best place to work in Salt Lake City. Snap's Enterprise PMO has an inclusive culture with a strong emphasis on providing excellent opportunities for continuous learning and professional growth. Come join us!

The Job... 

As a Customer Experience Lead, you will drive the development process from idea to implementation to support and meet customers' needs. Oversee training set up, test, and launch new support strategy and incorporate and lead new customer experience team members.  

• Bring strong analytical background and strategic rationale to select and set up support process and tools for testing products.
• Collaborate to build a strong knowledge base, documenting and delivering initial training to new product support and tools.
• Launch and organize the support service for products on testing phase.
• Plan, manage and execute customer support service
• Identify, motivate, coach, and develop the support team. Communicates performance expectations to employees and delivers feedback as required.
• Manage and engage talent on support groups.
• Monitor Support metrics and report on results

You…

Required Skills:

• Minimum 3 years of proven experience as contact center supervisor or similar supervisory position
• Ability to develop creative solutions and think “outside-of-the-box”.
• Ability to lead, develop and motivate a team.
• Ability to be flexible and adapt to changing work environment
• Excellent problem-solving skills, and a strong work ethic
• Excellent organizational and time-management skills
• A customer-oriented and problem-solver mindset
• Strong analytical skills
• Great communication skills (English B2+ or above)
• Understanding and managing complexity
• Curious, proactive solutions focused.
• Experience leading dynamic teams
• Remote position if you live in Costa Rica or the United States 

Why You'll Love It Here… 

• Generous paid time off
• Competitive medical, dental & vision coverage
• Company-paid life insurance
• Fantastic work environment
• A value-based culture where growth opportunities are endless

More… 

Snap values diversity, and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. 

Learn more by visiting our website at www.snapfinance.com