We’re on a mission to end the debt cycle—and help our customers and their communities unlock economic mobility for generations to come. Join the team that’s making our goal a reality. At Possible, we’re building a new type of consumer finance company. One that helps our customers stay out of debt rather than profits from them staying in it. As a Public Benefit Corporation, it's our mission and responsibility to help communities unlock economic mobility—with affordable credit products designed to improve financial health.
Founded in 2017, our lead VCs are Canvas and Union Square Ventures. We are a fully distributed company with a global workforce. We have over 100,000 reviews on the App Store with a 4.8 star average rating. Just as we are committed to building a new type of consumer finance company, we are equally dedicated to the employee experience.
What you’ll do:
- Lead the team: Expertly coach, mentor, and develop agents to maximize performance, ensuring compliance with company policies while championing company values
- Monitor agent/team performance: Own and track team KPIs, update agent scorecards weekly, and regularly communicate performance expectations to agents with action oriented plans to meet goals
- Improve the customer/agent experience: Using data driven insights, analyze customer and agent feedback to act as a liaison to engineering, IT, marketing, and product team stakeholders, providing relevant details/reporting
- Triage and drive resolutions: Own the follow-up on action items for support tickets related to product and system issues, leveraging these incidents as areas of improvement
- Maintain relationships with vendors: Partner with our BPO partners to meet company goals, resolve escalated customer issues, develop and update processes, and uphold performance standards for the department
- Support onboarding and training: Collaborate with operations colleagues to coordinate new hire logins, training requirements, and participate in orientation/refreshers as needed
- Create a positive work environment: Foster a culture of teamwork, learning, and collaboration across a geographically dispersed team in day to day responsibilities to keep your team motivated and engaged
- Uphold departmental integrity: Maintain clear communication with Operations Leadership on team successes/challenges, proactively update relevant parties on goal progression, identify opportunities for process improvement across all functions, and escalate emerging issues as necessary
- Champion our customer: Handle highly escalated cases from agents, stay up to date on ticket trends/customer pain points, and focus the team on empathy-driven service
What you’ll bring:
- Passion for the customer and making a positive societal change
- Work well in a fast-paced environment with high ownership and a focus on execution
- 5+ years of Customer Service experience
- 2+ years of Team Leadership experience
- 1+ years working with remote BPO partners
- Ability to build trusted relationships with agents and cross functional partners while holding them accountable to deadlines and KPIs
- Can communicate clearly and confidently to direct reports, leadership, and technical teams verbally and in writing
- Strong analytical mindset and experience with Zendesk/omni-channel workflows
- Ability to independently work on multiple projects simultaneously and adapt to changing priorities to help the team to execute with speed and efficiency
- Demonstrates servant leadership mentality, the capacity for critical thinking, and reliability
- Can identify service gaps with proposed solutions
Location and Benefits:
This role is based in our Seattle, WA office, and the expectation is a hybrid remote work schedule after a training period.
We offer a competitive annual base salary range of $88,030 to $92,665. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) plan, paid time off, and a hybrid work environment. You will also get significant ownership (stock options) in the company.
Join Us
If you are passionate about creating financial freedom for everyday Americans and are excited about working in a collaborative, inclusive environment, we encourage you to apply.
Learn more about us as a Public Benefit Company and our commitment to privacy here.
Possible Finance is dedicated to financial fairness and community empowerment. We welcome diverse perspectives and experiences to help us achieve our mission of unlocking economic mobility for generations to come.
