Credit Karma is hiring a

Senior Manager, Member Support - Charlotte, NC

Charlotte, United States
Full-Time
Credit Karma is a mission-driven company, focused on championing financial progress for our more than 100 million members in the U.S., Canada and U.K.  While we're best known for pioneering free credit scores, our members turn to us for tips as they work on their  financial goals, including helping them monitor their credit, identity monitoring, searching for credit cards, shopping for loans (car, home and personal), filing their taxes with Credit Karma Tax and growing their savings* -- all for free. Credit Karma has grown significantly through the years: we've added more than 70 million members in the last five years alone and now have more than 1,100 employees across our offices in San Francisco, Charlotte, Los Angeles, Leeds, London and soon Oakland.

Our member support team is responsible for helping our 80+ Million Members whenever and however they need that help, and providing feedback to the rest of the company on how we can better serve our members. We are seeking an experienced people manager to lead our Member Support team and deliver support for Credit Karma products. This dynamic individual is able to build and manage a team of support agents/specialists, motivate team to deliver strong performance, and continuously drive operational excellence.

The qualified candidate for this role has razor-sharp focus on business priorities, demonstrates strong empathy for customers, and is able to drive support efficiencies while managing a team of cross-trained professionals. This person must be comfortable working in a very fast paced environment, working with complex data, and is a strong cross-functional influencer.

*Banking services provided by MVB Bank, Inc., Member FDIC

What you'll do:

  • Manage and streamline support operations for Credit Karma product(s).
  • Recruit, manage and develop a team of support agents with an emphasis on delivering the highest quality of customer support.
  • Able to manage omni-channel support for a dynamic product in a fast-paced environment
  • Strong focus on CSAT, response time, resolution time, and other member-centric KPIs with an eye toward excellent member experience, efficiency, and optimization

What's great about the role:

  • Own SLAs, quality, productivity, and CSAT goals for the support team while continuously driving contact rate reduction for members
  • Own escalations for Credit Karma Member Support, while ensuring deep root cause analysis, regular communications with internal stakeholders, and driving issues to resolution
  • Partner with core support functions such as quality, reporting, and training to continuously drive operational excellence  and case deflection
  • Identify productivity improvements and share support requirements with Member Support leadership to ensure efficient tools and processes
  • Able to influence Product and Engineering teams to ensure support readiness for new product launches and feature releases
  • Pro-actively maintain regular communications with Product, Engineering, Legal, Marketing, and IT teams to ensure "Voice of Member" is represented across Credit Karma.

Minimum basic requirements:

  • Bachelor’s Degree in Business Administration or equivalent experience in Finance 
  • Strong support management experience in Banking or Fintech startups
  • Exceptional problem-solving capabilities and superior analytical skills
  • 7+ years in customer support or technical support
  • 4+ years experience managing support teams

Preferred qualifications:

  • Prior experience supporting a powerful brand known for their customer-centric approach 
  • Proven leadership in driving operational strategy and  excellence for customer support
  • Strong analytical, strategic, decision-making and problem-solving skills 
  • Exceptional problem-solving capabilities and superior analytical skills
  • Ability to influence cross-functional stakeholders and drive consensus decision making
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
  • Ability to identify risks and dependencies and put in place plans to mitigate them
  • Able to work in a dynamic, ever changing environment with a sense of urgency. Proven ability to multitask and manage multiple projects 
  • Effectively presents compelling cases and demonstrates acumen at on the spot thinking, overcoming objections and positioning of opportunities

Equal Employment Opportunity

Credit Karma is committed to a diverse and inclusive work environment. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.
 
Credit Karma is also proud to be an Equal Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information, or any other protected characteristic. We prohibit discrimination of any kind and operate in compliance with the San Francisco Fair Chance Ordinance.