Groundfloor Finance is a dynamic and rapidly growing fintech company revolutionizing the way people invest in real estate. Groundfloor is committed to democratizing finance, empowering investors, and driving innovation in the real estate investment space.
We are seeking a highly motivated and experienced Manager of Customer Support. Operating in a fast-paced and dynamic environment, this role plays a pivotal part in enhancing customer experience, upholding financial integrity, and combating fraud. This role will work closely with the Product and Product Engineering teams to be the voice of the customer.
Groundfloor is a remote-friendly, hyper-growth, wealthtech company based out of Atlanta. We value vulnerable high-quality/low-ego collaboration. If that sounds good to you, join us!
THIS JOB MIGHT BE FOR YOU IF:
- You thrive in a startup environment, embracing the challenges of evolving processes, organizations, and technologies.
- You possess experience managing customer success and support teams in the fintech or alternative investment industry.
- A strong desire to learn, grow, and take ownership characterizes your approach.
- You can synthesize data and analytics to formulate sound program objectives and goals.
- Patience, resilience, and a willingness to tackle challenging, ambiguous, or intense tasks are part of your work ethic.
- You love technology and are eager to understand how customers use our products.
- Your communication skills adapt seamlessly to resonate with different stakeholders.
- As a strategic thinker, problem-solving, and decision-making bring you joy.
A DAY IN THE LIFE:
- Measure the effectiveness of customer support by refining operational metrics and providing status updates to the leadership team.
- Drive continuous improvement to enhance service levels, increase customer satisfaction, and reduce resolution times.
- Collaborate with engineering and product management to manage critical situations and incidents.
- Establish the “voice of the customer” through clear feedback to inform product roadmaps.
- Lead customer service training and new hire onboarding programs.
- Maintain an in-depth product knowledge base through regular meetings with the Product team.
- Identify patterns and trends in tickets to resolve issues holistically.
- Develop and implement strategies to maximize customer value from investments.
- Utilize adoption stats to gauge customer engagement and identify opportunities for further training.
- Manage mission-critical escalations from Customer Support Specialists.
- Identify fraud trends, analyze accounts, and share feedback on observations.
- Train customer support team members on fraud prevention techniques related to investment products.
Requirements
YOUR EXPERIENCE + A FEW NICE TO HAVES:
- 8+ years of relevant customer support experience.
- 4+ years of prior people management experience, mentoring less experienced team members.
- Experience in banking, fintech, alternative investments, or related industries.
- Proven ability to influence and drive change across all levels of the organization.
- Familiarity with privacy, ethics, security, compliance, and fraud prevention.
Benefits
Benefits
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation and extensive benefits package including paid time off, medical, dental, and vision benefits, potential equity for strong candidates, and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.