About Clair

If you can send your friends money in seconds, why does it still take your employer two weeks to send your paycheck?

At Clair, we are on a mission to create financial freedom for America's workers by giving them an app that allows them to get paid as soon as they clock out of work. But we're not just another digital bank or on-demand pay provider. We meet Americans at their place of work by embedding our products within the scheduling, workforce management, and payroll apps they already use every day. And, as a social impact fintech, our promise to our users is simple: we'll never charge our users to access the money they've already worked for.

We welcome people who add a new set of experiences to our melting pot of backgrounds. We're 30-ish, spread across multiple states, hailing from various countries. We've got grandparents working alongside recent graduates, Americans partnering with immigrants, and self-taught coders debating with Ivy League graduates. We embrace diversity in all its forms.

We are backed by investors who are not only well-renowned in their fields, but are also great partners for us. We've raised $19.5 million from Thrive Capital, Upfront Ventures, Founder Collective, and Walkabout VC, as well as many individual investors like Michael Vaughan (Former COO of Venmo) and Paul Appelbaum (Founder of Seamless).

Learn more about us at getclair.com/about

Are you who we're looking for?

Over the last year and a half, we built our mobile app and digital banking platform from the ground up, aiming to transform the way America’s workforce gets paid with Payday Wallet, a fee-free on demand pay solution. We have supported our first set of Clair users, and are ready for a year of growth! As the Clair Care Manager, you’ll help us ensure we are supporting our growing number of users and providing a fantastic user experience.

This role will be focused on building the systems and tools for our support team to scale, managing our BPO vendor’s performance and growth, and building a small internal team of product experts and specialists to further support our users. An ideal candidate should have proven success building and managing a customer support team at scale, and preferably at a fast-growing company where things change frequently and active users are increasing each month. You have an entrepreneurial attitude and strong management skills. You are obsessed with ensuring our users are taken care of with the right combination of technology, people, and processes. You are ambitious, passionate and enjoy a fast paced working environment.

You will own the success of our customer support function, managing SLAs, CSAT and quality. You’ll work directly with the Director of Operations on executing key projects and improvements in our Clair Care strategy. You will also be involved cross-functionally in reporting out data and insights to help every other team at Clair. You are someone who adds value to the entire company and is a joy to collaborate with. 

 

What will you do at Clair?

  • Oversee our Clair Care function - ensuring we are providing accurate, timely, and efficient customer support to our users through our BPO vendor and internal team
  • Actively manage and work with our BPO vendor to ensure performance standards and SLAs are achieved 
  • Build out our CRM and other internal tools to best support all our Clair Care agents in handling calls and email tickets
  • On our phone channel, own our IVR and strategy over time
  • On our email channel, own our content for canned responses and automation
  • Launch new channels and new initiatives to support our Clair users 
  • With your team, build out our knowledge base for Clair Care agents, keeping it updated as our product evolves
  • With your team, build out our externally-facing help center, addressing the most commonly asked questions from our users
  • Collaborate with the Director of Operations on additional strategic initiatives to continue providing exceptional customer support at scale
  • Learn the ins and outs of digital banking support, expanding your knowledge of both the on-demand pay space and the infrastructure of our digital banking platform
  • Work closely with a fantastic group of people invested in Clair’s users and Clair’s mission

Qualifications

  • 5+ years of experience managing customer support or operations teams to key metrics such as SLAs, CSAT, and other quality metrics
  • Experience recruiting, developing, managing, and leading a high-performing team. Bonus points if you’ve built a team from scratch 
  • Experience at a startup or similarly fast-paced environment, where change was a constant and you’ve adapted to shifting priorities
  • You are calm under pressure and are a fantastic problem solver, breaking down problems into actions and fixes
  • Experience working with a BPO vendor is helpful, even if you were not directly managing the relationship
  • Strong operational experience in configuring tools and systems to support efficient processes; you can get your hands dirty as an admin and set up workflows
  • Demonstrated experience driving change cross-functionally for your company
  • A desire to gain a deep understanding of hourly workers and the financial challenges they face, and a commitment to helping Clair succeed in serving them

Need more convincing?

Apart from getting to work with our incredible team, here are some of the benefits you can expect when you join Clair:

  • 100% Medical, Dental, & Vision Coverage, with option to extend to your family
  • Fully-paid parental leave
  • Company-sponsored 401k, HSA, and FSA
  • Telehealth & medical concierge services with OneMedical
  • Unlimited vacation 
  • Work from home setup allowance
  • Citibike membership for NY-based employees
  • Access to your earnings every day on Clair 
  • Company-sponsored short-term and long-term disability insurance

Equal Opportunity Employer Information

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

For questions, please email us at careers@getclair.com

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