Branch is on a mission to help working Americans grow financially. We do this by helping companies accelerate payments and empower working Americans with accessible, fee-free financial services. We’re committed to building and delivering more inclusive and transparent financial products.

Come join our team as we develop new ways to improve the lives of working Americans. Our mission starts with empowering our own employees. Have a great idea? Share it today and it might just get implemented tomorrow. As a team member at Branch, your voice and creativity can directly impact the product and company. We not only attract great talent from across the country, but also build teams to help that talent to thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

We are looking for a motivated, well organized Director of Customer Support to collaborate with senior leadership to develop and implement the strategy for Customer Support services and offerings. This individual will ensure our people, processes, and systems are optimized and simplified, providing aligned KPIs to deliver high customer satisfaction and provide a world-class customer experience.

 

Responsibilities include, but are not limited to:

  • Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience. 
  • Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
  • Work alongside legal, risk, compliance, sales, finance, and marketing to navigate complex inquiries 
  • Use customer insight and analytics to identify company wide improvements and present these to the stakeholders
  • Act as the Voice of the Customer across the organization.
  • Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
  • Work alongside risk and compliance teams to ensure full regulatory compliance and legal requirements. Identification of any potential risk issues.
  • Drive quality, consistency, and productivity 
  • Work closely with the Vendor Manager and Operations Manager to ensure our tools, agents, and partners are driving excellent customer experiences.
  • Develop a strategic roadmap with other Support leaders to help customer service deliver on their components toward overall company goals and objectives.
  • Work alongside the Director of Customer Experience to intake new product features and strategy and communicate to Team Leads and Agents. 
  • Assist with Budget and Projection Planning for resource needs to achieve SLAs

 

 Qualifications:

  • 5+ years of relevant experience managing and leading support or success teams
  • 2+ years of Zendesk admin or supervisor experience
  • Tech start up experience, preferably in Fintech
  • You have strong analytical and interpersonal skills, including ability to adapt to a dynamic environment and handle multiple projects simultaneously
  • Skills establishing and monitoring KPIs or performance metrics of internal teams
  • High Empathy and Emotional Intelligence for building an enjoyable working environment
  • Experience using a workforce management system (Plus) 
  • Jira/Confluence or other task management system experience (Plus)

Benefits: 

  • Work from anywhere 
  • Branch-paid medical, dental, and vision insurance 
  • Equity
  • 401k
  • Flexible time off
  • Paid company holidays
  • Paid parental leave

Working at Branch

Headquartered in Minneapolis but with employees located all throughout the US, Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together.

Our teamwork has enabled us to become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, the Star Tribune’s Top Workplaces, and EY Entrepreneur of the Year, Heartland, among others.  

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/culture 

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

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