Customer Support Manager

The Company:

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

We partner with renowned employers such as Crate & Barrell, Burger King, Hilton, and the NHS 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 c