Titan is a world-class investment firm inside a mobile app, managing over $700 million in assets for 30,000+ clients. Our mission is to build the first premium investment manager for everyone. If Robinhood is the mass market solution, consider us the Apple of our category.
 
We recently raised a $58M Series B round led by venture capital firm Andreessen Horowitz, bringing our total funding to $75M. Loved by our clients, Titan won the Best Investment Advisor award from U.S. News in 2020 and the Best Advisor award at the 2020 Benzinga Global Fintech Awards, has ranked #1 out of 60+ advisors 5x in a row, and was featured by Apple in 2020. Our investors (some of Silicon Valley's best) have told us we're one of the fastest growing consumer fintech businesses in this category ever.
 
To us, our team is everything. Together, we can make magic happen. If you're excited by our mission, we'd love to meet you.
 
Role Overview

As our Client Experience Manager, you’ll play a foundational role in delivering world-class support to our clients and will be responsible for owning and leading the daily operations of the CX team. You will help lead a team of CX associates to deliver seamless and engaging client support through all of our support touchpoints. You will collaborate closely with cross-functional teams to strategize and help ensure successful execution of all decisions that result in client-facing impact and how Titan evolves its client experience department as we scale.

You have a strong bias for action, are a mentor and coach to your team and are a creative problem solver who keeps calm under pressure and competing priorities. You will think about strategic scaling measures as well as roll up your sleeves to handle escalated tickets and ensure a deep understanding of all client inquiries to lead your team tactically. You are excited about joining on the ground floor of a disruptive technology company, and are passionate about changing the investing landscape for millions of people.

 
What You'll Do
  • Own the hiring, coaching, mentoring, performance review and scheduling for our amazing team of CX associates
  • Ensure we’re highlighting recurring issues and client insights cross functionally to inform product changes and feature additions
  • Assist the Head of CX in strategic departmental planning
  • Maintain training documentation for the team
  • Comfortable in ambiguous situations to adapt quickly and be flexible

Qualifications 

  • Bachelor's degree required or equivalent work experience.
  • Hands-on leader with 4+ years direct experience with Cx management role leading and coaching 5+ direct reports
  • Tooling/CRM admin experience
  • Skilled at working tactically while strategically building out the foundation for the team’s future to scale in parallel
  • Proven ability for creative problem solving and good intuition with a bias for action to operate in ambiguous situations

Benefits/Perks

  • Work with a passionate, diverse, smart team on a product that helps tens of thousands of people
  • Backed by top-tier VCs (Andreessen Horowitz, General Catalyst, Sound Ventures, Scribble VC, Y Combinator, BoxGroup, and others)
  • Competitive compensation package (including equity component)
  • Medical and dental insurance
  • 401(k) plan with employer match
  • Currently remote-hybrid environment; NYC presence preferred but not mandatory
  • Work-from-home stipend to optimize your set-up

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