Director, Customer Success at Self Financial (Remote)

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Self Financial is a venture-backed, high-growth FinTech company with a mission to increase economic inclusion and financial resilience by empowering people to build credit and build savings.

We're looking for people who share our passion and are driven to tackle challenges, find solutions and make the financial space better for the communities we serve.

Our team is passionate about challenging the status quo of the credit industry by providing people accessible tools to take control of their credit. Executing on our mission requires deep collaboration across our teams to ensure our products reach the people who can benefit from them the most, particularly the 100 million+ Americans who have no or low credit.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

About the role

As Director of Customer Success, you will provide strategic direction, leadership, development, and management for our customer success team. Your job will be to innovate, inspire, tinker, measure, and report on customer satisfaction in our entire worldwide customer base. You will be the conduit between the customer success team, other departments, and internal stakeholders developing a trusted advisor relationship that enables rapid, focused, resolution for our customers.

This role is a combination of leadership and operational skills to manage a diverse geographically distributed team; remote, onshore, & offshore. You lead by inspiring your teams to deliver exceptional customer experience.  Your exceptional operational skills, including a focus on important metrics, will allow you to continue to elevate our customer experience and our team's skills.  

 What you’ll do:

  • Manage the global team’s overall performance for customer service needs through omnichannels
  • Closely coordinate with Success Managers to support service levels and customer experience and take appropriate actions to correct when needed, implementing and tracking industry-leading KPIs
  • Work with Product and Technical groups to diagnose and resolve technical issues 
  • Act as a senior-level escalation point for customer issues
  • Identify common problems found in / reported by the customer base (training, product, docs, etc.) and develop action plans to address
  • Provide weekly dashboard with KPIs showing team performance, customer success, escalated accounts, potential escalations, and other KPIs as agreed upon
  • Oversee the development and deployment of customer solutions as customer/team needs evolve
  • Identify product enhancements, Knowledge Base articles, and Training needs
  • Regularly meet with customers to understand their needs and develop support plans 

 What you'll bring:

  • 5+ years of experience leading and managing global customer contact centers in financial services
  • 5+ years’ experience in consumer-facing financial services
  • Demonstrated success creating, managing, and reporting on department budgets
  • Strong customer advocate - knows the customer is always right (except when they're not - and knows how to spot the difference)
  • Handles and diffuses customer escalations with ease
  • Knows how to measure and increase customer satisfaction (what tools, what KPIs, what moves the needle)
  • Success building teams who are passionate about providing the best customer experience 

And these skills are a bonus:

  • Knowledge of Zendesk and Salesforce
  • Consumer facing financial services in credit cards

Our interview process at Self is designed to let you get to know us as much as for us to get to know you!

  • You’ll meet with someone from our Recruiting team so we can learn more about you and answer some of your questions.
  • You’ll meet with the Hiring Manager to learn more about the team, the role, and get to tell us more about what you’d bring to the team.
  • You’ll meet team members who will be your peers to help you get a feel for a “real day in the life” at Self.
Benefits and Perks:

We have the compensation and benefits you expect. But there's one thing that Self Financial can offer that many startups cannot: we can positively change the world, while making a profit. We are a team of Builders, empowering our customers to build their dreams. We have a Do the Right Thing ethos in all that we do, and we hope you value that approach, too. 

Our perks include:

  • Company Equity in the form of RSUs
  • Quarterly performance-based bonuses
  • Generous employer-paid health, vision and dental insurance coverage
  • Flexible vacation policy
  • Educational assistance
  • Free gym membership
  • Casual dress code
  • Team building events and activities
  • Remote work arrangements/ flexible work schedule
  • Paid parental leave 

Self Financial requires all employees hired to successfully pass a background check.

We are an Equal Opportunity Employer.

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Technology we use

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An Insider's view of Self Financial

What’s the vibe like in the office?

We are constantly growing and facing new challenges, but everyone works well together. Our company events are always fun and a good way to get to know each other better. We are a very tight-knit group, and I wouldn't have it any other way!

Joanna

Customer Success Team Lead

What projects are you most excited about?

The best part about being at a company at this stage is being able to build data infrastructure and marketing programs from the ground up. I'm most excited to build out our entire retention marketing strategy to drive increased user engagement. We're utilizing a great growth automation system that allows us to do some really cool things.

Tim

Director of User Acquisition

How has your career grown since starting at the company?

Since joining Self, I've had the opportunity to develop my skills in both our frontend and backend repos. I've also learned a lot about working together with stakeholders to create new features or resolve bugs. I definitely feel like a stronger engineer having worked on this team and learning so much from my colleagues about maintainable code.

Kristin

Software Engineer

What is your vision for the company?

Most financial institutions cast aside those considered low-to-moderate income. We help people with fundamental aspects of financial health – building credit, using it wisely and saving money. My goal is to continue building a company of highly talented and collaborative people driven by a mission of helping people achieve financial stability.

Brett

Chief Marketing Officer

How do you collaborate with other teams in the company?

As a fast paced work environment, collaboration is key. It’s great to work with people who are willing to help each other out. If you have a question, it’s as easy as walking to their desk to ask!

Jorge

Compliance Manager

What are Self Financial Perks + Benefits

Self Financial Benefits Overview

We're located in downtown Austin with a direct view of the Capitol! Being in the heart of the action creates an exciting place to grow the company and make a huge impact for our customers.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Equity Incentive Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home full-time remote for specific positions.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
We offer relocation assistance to new employees.
Fitness Subsidies
We offer gym membership for employees.
Home Office Stipend for Remote Employees
Covid Stipend
Professional Development Benefits
Job Training & Conferences
Self offers employees professional development opportunities like an annual individual budget for training.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, leadership mentoring.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications
We offer paid industry certifications for specific positions at Self.

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