Point is a technology and design company that transforms everyday spending into a delightful and rewarding experience. We’re re-thinking the payment experience with an emphasis on transparency, delight, and personalization.

With the best benefits of both debit and credit, Point Card earns you points on every purchase redeemable for instant cash-back. Point App works side by side with Point Card to create an elegant, easy-to-use experience.

We recently closed our $46.5 million Series B funding round. To learn more, see TechCrunch's coverage here.

Backed by top investors like Peter Thiel (Valar Ventures) and Y Combinator, we’re well-funded and ready to make a positive impact on people’s daily lives.

We’re looking for a Support Team Supervisor to join our specialized team. We have the vision and resources, and need your talent and skills.

About The Role:

We are looking for an experienced Support Team Supervisor to join our Member Support team.

In this role you would be responsible for managing a team of front line member support reps. We are looking for someone who has experience developing a team and wants to bring their talents into a growing organization. You will refine and further develop key metrics to measure impact, while working closely with teams across the organization in particular and Point as a whole.

Roles & Responsibilities

  • Lead and manage a team of front line Member Support Representatives, assessing their work and giving them feedback to maximize performance.
  • Conduct performance reviews, provide quality feedback and develop frontline employees, while also motivating the team and driving morale.
  • Develop, schedule and train workforce, build relationships and utilize skills of the team most appropriately.
  • Resolve escalated customer service issues by working closely with the Member Support reps.
  • Initiate cross-departmental communication and coordination to escalate and resolve customer issues.
  • Participate in activities designed to improve customer satisfaction and business performance.
  • Work closely with the larger Member Support team and subject-matter experts to deliver optimal performance at the front line level.
  • Identify trends and deep dive into team data to improve performance and create accountability / visibility across the team. 
  • Understand how SLAs impact the business and work with key stakeholders to refine them as business goals shift.
  • Additional duties as assigned.

Requirements

  • Prior work experience in Financial, Fintech or Banking organizations is a strong plus.
  • Bachelor's degree from a four-year college or university or equivalent combination of experience. 
  • 5+ years experience in customer support roles, in a high contact volume environment.
  • At least 2-3 years in a lead/managerial role with demonstrated ability to set goals, develop talent, and maintain positive morale.
  • Passionate about people development, mentorship and coaching.
  • Strong interpersonal skills, building relationships with both internal and external partners.
  • Excellent written and verbal communication skills.
  • Experience with building and leading small to mid-scale support teams in a Customer Experience environment.
  • A passionate and customer-oriented mindset and drive to deliver on service excellence.
  • Excellent Microsoft Word, PowerPoint, and Excel skills
  • Familiarity with SalesForce, ZenDesk and other CRM’s tools.
  • Experience (or strong interest) in working in a fast-paced startup environment.
  • At ease with ambiguity.
  • Ability to work on weekdays and weekends with flexible shift timings.
  • Job responsibilities may change from time to time.

Point Perks

  • Join a fast-growing brand that is building thoughtful spending products.
  • Competitive salary, stock options, and 401K.
  • Full health benefits (medical, dental, and vision insurance).
  • Unlimited vacation policy, paid company holidays, and WFH flexible. We shut down the office at the end of the year for a winter holiday.
  • Free Point Card membership + 10,000 ($100) monthly points.
  • Monthly stipends on your Point Card to use for lunch, commuting, and other essentials.

Apply for this Job

* Required
  
  


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in PointCard™’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.