At Lendbuzz, we believe financial opportunity should be more personalized and fair. We develop innovative technologies that provide underserved and overlooked borrowers with better access to credit. From our employees to our dealers, partners, and borrowers, we’ve built a company and a culture around a resolute belief in the promise and power of diversity. We value independent and critical thinking.
We are looking for an outstanding supervisor to join our Customer Success team, with a focus on managing front-line associates servicing our auto loan portfolio customers.
Essential Duties And Responsibilities
- Supervise customer service team on the front lines, focused on inbound calls and customer emails
- Ensure team objectives are achieved. Administer corrective action where necessary, following labor laws and regulations and in accordance with company policy
- Handle escalated customer issues and provide guidance on resolution of escalated matters
- Provide training to new hire staff ensuring appropriate knowledge of systems and adherence to company policy
- Update and maintain training documents to reflect current systems and company procedures
- Collaborate with other internal departments to ensure efficient handling of escalated situations
- Support management directives and initiatives as requested.
- Perform 1:1 reviews every month and provide feedback and coaching to help agents improve
- Monitor agent’s schedules and maintain proper coverage at all times
The Ideal Candidate
- A Team player. You readily help others and are comfortable asking for help for yourself
- Thrive in a teaching role, transferring knowledge to position others for success
- Excited by the idea of constant change. You are comfortable being uncomfortable.
- Able to maintain order in a fast and fascinating environment
- Excited to take on new tasks as they come up and solve problems in real time
- Enjoy finding creative solutions to unique problems as they arise
- Ability to help train others to adopt the right habits and skills
- Not afraid to have difficult conversations with agents
Requirements & Experience
- Prior management experience required, preferably in a call center environment.
- Previous experience working in a call center required, preferably consumer loans.
- Bilingual, fluent in Portuguese or Spanish and English, preferred.
- Familiarity with CRM systems, VOIP systems, and customer email/SMS/chat preferred.
We believe:
Diversityis a competitive advantage. We celebrate our differences, and are better when we have a variety of experiences, viewpoints, and backgrounds.
Compassionis a strength. We care about our customers and look to build long-term relationships with them.
Simplicityis a key feature. We work hard to make our forms and processes as painless and intuitive as possible.
Honesty and transparency are non negotiable. We incorporate these traits in all of our interactions.
Financial opportunity belongs to everyone. We work every day to improve lives by extending this opportunity.
If you believe these things too then we would love to hear from you!