Customer Support Manager - dub

About dub

Founded in 2021 in NYC, dub is building the first social investing marketplace by providing a simple way to share, reward, and invest alongside the best portfolios and minds in asset management. dub's innovative copy-trading platform gives fund managers, financial experts, and regular investors a simple way to make their investment wisdom actionable for regular individuals and distribute it.

Backing

We've raised money from visionaries who support our mission. Our institutional investors include Tusk Ventures Partners and Slow Venture, and our angels consist of partners from Sequoia and A16Z and the current or former CEO/Founders of Uber, Airbnb, Robinhood, Morgan Stanley Smith Barney, and TIAA.

About The Role

The Customer Support Manager at dub will be responsible for overseeing all customer service activities, ensuring customer satisfaction, and maintaining high service standards. You will be the first fully dedicated support representative, so a large focus of your job will be developing and implementing customer service policies and procedures. You will also help scale up our support efforts through onboarding near-shore or off-shore reps. You will also work closely with other departments to ensure seamless customer experience and continuous business growth. The Customer Support Manager will report directly to the COO and play a key role in customer retention and business expansion. This role requires excellent communication skills, problem-solving abilities, a customer-centric approach, and an appreciation for a highly compliant industry.

This role will involve close association with our broker-dealer to ensure strict compliance with financial regulations and standards. As part of this, the Customer Support Manager will need to have a sound understanding of brokerage operations and requirements. This will involve working closely with our broker-dealer to resolve customer queries and issues, while also serving as a key point of contact between the broker-dealer and dub.

Responsibilities:

• Develop and lead customer support strategies and growth efforts to enhance user satisfaction and promote our brand
• Communicate and collaborate with executive leadership and key stakeholders (especially our Chief Compliance Officer) to develop effective customer service practices and analytics.
• Implement a customer service quality assurance plan as part of our comprehensive business development strategy.
• Oversee and manage complex, cross-functional customer service initiatives and rollouts, setting processes, deadlines, and deliverables from start to finish (special projects)
• Commit to taking and passing the FINRA SIE exam and Series 99 exam within 3 months of employment and becoming affiliated with our broker-dealer (will required a background check).

What we are looking for:

• 3-5 years of experience in managing customer support in a fintech startup, with a focus on customer support strategies and growth efforts.
• Proven track record in implementing customer support policies and procedures, and managing near-shore or off-shore reps.
• Familiarity with financial services, investing, and the stock market
• Ability to provide exceptional service in multiple channels, including phone, chat, and email
• Detail-oriented and analytically-driven, with the ability to do the analysis required to build an optimized and efficient customer support strategy.
• Understanding of customer relationship management software (Zendesk) is highly desired.
• FINRA Exams are not a prerequisite, but a major plus if you already have these credentials!
• Willingness to work in-person regularly at our NYC-based office (Financial District). We offer a hybrid model at 3 days a week in the office (negotiable).
• Must be authorized to work in the US (unable to sponsor at this time).

What we offer

• Competitive salary ranging from $70k-$125k, commensurate with experience and geography.
• 100% paid health insurance for employees with partial coverage for dependents.
• Generous time away, including company holidays and unlimited PTO.
• Lively office environment with fully stocked snacks, coffee, espresso, and weekly bagel days!
• Opportunity to take FINRA exams with study materials and exams paid for by the company!