Sr. Manager, Customer Support Platforms & Analytics

At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values.

Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility

Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future

Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team

Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress

Find a way - Never settle, no excuses, nothing is impossible. Just make it happen

Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth-making into everyone’s hands.

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Sr. Manager, Customer Support Platforms and Analytics | Acorns

Acorns is seeking someone optimistic, tenacious, and energized by the thought of developing and scaling our tools, systems, and support analytics. This people manager will lead a small but mighty team of highly motivated individual contributors who help empower and drive accountability across our teams and BPOs to provide an excellent support experience to our customers. 

The Sr. Manager of Customer Support Platforms and Analytics will be responsible for helping to define and monitor success metrics and drive innovation across our third-party technical solutions and internal tools.

Qualified candidates will have experience with customer relationship management systems and understand agent tools, support chatbots, and AI help solutions. We are seeking the person who will take our program to the next level through data-driven rigor, ingenuity, and deep empathy for our customers and the people who support them. 

This person will create and oversee the development of dashboards for key metrics like customer satisfaction, efficiency/productivity, and all of the associated metrics that accompany agents doing their best work supporting our customers. They will also help support capacity planning in partnership with Support leadership and our BPOs. 

This Senior Manager will join our Acorns Support Operations team, reporting to the Head of Acorns Support, and will partner with colleagues handling Training and Quality, Escalations and Complex Cases, BPO management, and Product Operations.

Acorns is a remote-first organization, offering the flexibility to work remotely while providing optional access to office space in Irvine, CA.

What you will do at Acorns:

• Gain a thorough understanding of our customer support processes

• Review and align with Acorns Support Objectives and Key Results, providing input and meeting with team members to learn about our long-term goals

• Develop a deep understanding of support metrics 

• Partner with leadership to help align on topline metrics and presentation 

• Develop a suite of support dashboards 

• Drive CRM improvements and iteration

• Deliver on Acorns objectives around cost-to-serve, scalability, and agent-level customer service quality

• Develop build or buy strategy 

What you will bring to Acorns:

• 10+ years of progressively responsible experience as a leader in Customer Support, data analytics, support systems, or internal tools

• Experience leading and growing teams and enabling ICs to do their best work

• Excellent communication skills, with a bias towards a writing-focused culture, and a penchant for documentation and asynchronous work, along with strong analytical skills, including performance storytelling using slides, charts, etc

• Demonstrated project management experience, and experience working autonomously to deliver multi-phased projects

• Expertise in data and data visualization tools

• 2+ years of people management experience

• Demonstrated experience motivating, supporting, and developing team members to meet performance expectations, and build their careers

• Ability to align company vision and organizational goals with team execution

• Commitment to upholding policy and procedures in accordance with company standards

• Own strategic decision-making and effectively communicate direction to team members 

• Thirst for deli