Greenlight Financial Technology
Customer Service Manager
Founded in 2014, Greenlight Financial Technology is an Atlanta-based fintech company that’s committed to empowering parents to raise financially-smart kids. Its groundbreaking family finance product, Greenlight®, is a debit card for kids that parents manage by app using flexible parental controls. Patent-pending technology enables parents to choose the exact stores where their children can spend, manage chores, set parent-paid interest rates on savings and more. Kids monitor balances, create saving goals and learn to make real world trade-off decisions.
Greenlight Financial Technology, Inc is looking for qualified candidates to fill the position of Customer Service Manager. A successful candidate will be leading our Customer Service Specialists to better performance through a metric-based approach. They will provide routine feedback and coaching to Specialists and will assist with providing troubleshooting and de-escalation techniques. The candidate will be focused on improving performance in several Key Performance Indicator (KPI) areas.
What you will be doing:
- Hiring, training, coaching and leading call center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls and issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls and processes & providing feedback to Operations, Marketing & Product Management
- Ensuring staff are achieving desired service levels and taking corrective action, if needed
- Preparing reports and analyzing call center data to improve processes, allocate resources and maximize customer satisfaction
- Authorize refunds and credits
- Taking on other tasks or projects to support employees, other managers and call center ops
What you should bring:
- High School Diploma or equivalent
- More education and experience may be preferred
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem-solving, verbal & written communication, and conflict resolution skills
- Knowledge of management principles & familiarity with company products & services
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Proficiency with necessary technology, including MS Excel, ZenDesk, IVR/Phone routing, etc
Who we are:
Greenlight is a high-growth start-up with a purpose-driven product that families love. Started by serial founders and backed by leading investors, including Drive Capital, JP Morgan Chase, Relay Ventures, Amazon, SunTrust Bank and Wells Fargo, the Greenlight team is 100 people strong with alumni from Facebook, Hulu, Amazon Web Services, Yahoo!, Cardlytics and Square.
Greenlight is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal state or local law.
Greenlight Financial Technology builds an innovative banking app designed for families, empowering parents to raise financially savvy kids. Targeting over 6 million families, it offers tools and resources that foster financial literacy in a fun and engaging way, making money management a vital part of growing up.
- Founded
- Founded 2014
- Employees
- 51-200 employees
- Industry
- Diversified Financial Services
- Total raised
- $82M raised
Customer Service Manager