Customer Support Manager - Wagestream

The Company:

Wagestream is dedicated to improving the financial wellbeing of frontline workers.

We partner with renowned employers such as Hilton, Burger King, Popeyes, and Crate & Barrel to provide their teams with fairer financial services centered around flexible pay. Our all-in-one financial wellbeing super-app empowers over 3 million people to choose when they get paid, track their shifts and earnings, save for a rainy day, utilise budgeting tools, receive free financial coaching, and access fairer financial products.

Wagestream stands out as a VC-backed company experiencing rapid growth, while also maintaining a social conscience and charity support. Our founding investors include the leading financial charities and impact funds in the UK. We operate on a social charter, ensuring that every product we develop enhances financial health and reduces the $5.6bn financial services "premium" paid annually by lower-income earners.

By joining our team of over 200 passionate individuals, you will contribute to our mission of building a category-leading fintech product. We are united by our commitment to improving financial wellbeing for all.

The Opportunity:

You’ll be responsible for monitoring and maintaining agent productivity levels to meet established targets and KPIs, as well as collaborating with a UK counterpart to ensure adequate support coverage for all shifts The position requires building and maintaining strong relationships with customers, key stakeholders, and Wagestream’s third-party partners. Additionally, the role includes attending client service reviews as needed, ensuring the delivery of accurate data accompanied by insightful commentary to support business objectives.

The Team:

You will be joining a team of 21 support representatives, with direct management responsibility for 9 team members.

What will Manage, motivate and develop your direct reports: Support Representatives and/or Senior Support Representatives

What will you be doing?

• To ensure that all agents have the necessary skills and knowledge to fulfill their roles through consistent, regular 121’s, monitoring and training
• Monitor and maintain agent productivity levels in accordance with targets and KPI’s working with the support of Support Leads
• Ensure that the Risk & Compliance Manager is informed of any perceived risks
• Ensure all tickets are handled professionally and conduct regular audits of direct reports written and verbal communication to customers
• Ensure excellent case management within team to safeguard levels of service and that all Service Level Agreements (SLA’s) are met
• Shared responsibility for the team schedule with UK counterpart ensuring Support have sufficient cover for each shift
• Monitor and maintain agent productivity levels in accordance with targets and KPI’s working with the support of Support Leads
• Create effective relationships with all customers, key stakeholders, and Wagestream’s third parties
• Attend Client Service Reviews of Wagestream customers as required with Support Lead, ensuring accurate data is provided together with insightful commentary.

What experience might you have?

Must-haves: (But if you’re close… we'd still love to talk to you!)

• Experience managing and developing a team in a high volume, high pressure environment
• Experience of managing service standards and customer-focused KPI's
• Excellent communication skills
• An inquisitive and analytical mind who is service driven
• Can interpret, own, act upon and where necessary produce reports relating to agent productivity levels, utilization, forecasts and daily call statistics
• Strong interpersonal skills at all levels including Directors
• Enthusiastic, pro-active and a problem solver

Can-be-learnts:

• ITIL Foundation V3

Work Policy: 

• We operate a hybrid policy out of our Arlington, VA office. 

Benefits:

What will we do for you?

• 10 Days Annual Leave
• +5 Days Annual Leave on your 1 year anniversary
• Up to 5 Days Holiday rollover
• One days' paid leave for volunteering
• 5 Days Paid Sick Leave
• We want to invest in you financially, so we have a 3% 401k contribution match
• Medical and Dental Insurance provided by TriNet
• We want every to achieve “Zen Mastery” with a free subscription to Calm - work can be stressful and we want to help you switch off
• Swanky Brand new equipment - from the latest Apple MacBooks to 34” curved monitors at Wagestream HQ in Arlington, VA

And of course, the best benefit of all, access to Wagestream, of course!

At Wagestream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Wagestream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.