Are you looking for a friendly, fast-paced workplace with an emphasis on helping customers and empowering team members? Snap Finance is a thriving leader in the financial services industry, and our team members are the foundation of our success.
Snap knows that happy, empowered, and engaged team members are essential to innovation and business success- and our approach is working. Come join us!
Snap Finance is seeking a dedicated Manager for the Customer Service department. We are looking to strengthen our dynamic, growing team.
The primary responsibilities of this position require to lead and support a team of 120 - 160 customer service representatives.
This position requires a candidate who has the ability to drive quality, productivity, and process improvements, as well as to keep pace with our growth whilst motivating others to meet the challenges of a dynamic customer-
focused and metrics driven environment.
Become part of an amazing contact center team at Snap! We’re seeking a Customer Service Manager who is devoted to understanding Snap core business values and initiatives and translates those into everyday practices.
This job is ideally suited for a professional who is smart and eager to learn, hungry and driven to succeed, and always up for solving a challenge with a great team.
Lead and support a team of 120 - 160 customer service representatives
Engage the agents and coach their performance to deliver the best customer experience to both Snap’s customers and merchant partners
Support the customer service representatives who report to her / him and will be responsible for the coaching, development, performance, and commitment of these customer service representatives
Prioritize and dedicate enough time to the development of her / his staff to continually improve it
Create a working atmosphere where customer service agents are motivated to deliver the best customer service
Minimum 5 years call center experience; 7+ years total work experience
Minimum 2-3 years leading / managing a call center team *required
Technologically savvy, and experience with call center applications and reporting
Financial Services and / or Retail industry experience preferred
Experience with multi-site / international call center operations a plus
Familiarity with call center operational metrics and quality measures
Manage Talent Enthusiasm for and experience in coaching a team for performance
Think Critically Deft ability to understand Snap’s business and its evolving needs
Flexible readily adjust strategy and tactics to meet evolving business needs
Communicate effectively clearly and proactively communicate to partners
Readily work independently to achieve established goals
Highly collaborative; seek and support cross-boundary relationships
A desire to further develop your own leadership skills and business acumen
Drive for Results - Highly productive; meet or exceed multiple / simultaneous deadlines while maintaining a calm, fun loving, and always professional demeanor
Consistently bring an engaged, positive attitude, and like to Get Stuff Done!
Drive service levels of 85% / 30 sec & strong quality and customer service scores
Recognize and reward outstanding individual and team accomplishments
Employ a constructive, coaching leadership style
Why You’ll Love It Here
Generous paid time off
Competitive medical, dental & vision coverage
Company-paid life insurance
Fantastic work environment
Free snacks, and fun events
A value-based culture where growth opportunities are endless
Snap values diversity, and all qualified applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.