Customer Experience Manager

Chipper is looking to hire a Customer Experience Manager who is passionate about building support/success programs from the ground up and shares the same passion we do for simplifying student loans for our members.

This role is for a self-starter who has built a Customer Support organization before and will have a significant amount of responsibility from Day 1. For the right person, this role can develop into a product, leadership or data role, depending on their skillset and passion.

• Start as an individual contributor and build a team as our membership base scales
• Manage inbound customer support flows to handle challenging customer escalations with positive, helpful solutions
• Monitor and drive key metrics that ensure the quality of our service (ticket volume and resolution, issue categorization, backlog, CSAT & NPS)
• Identify and communicate performance metrics against campaign & communication objectives
• Establish performance recommendations, driving initiatives to improve the customer experience
• Leverage knowledge of CS industry standards to explore new tools and support channels
• Build and maintain documentation on support and engagement processes
• Collaborate across all teams (Product, Engineering, Marketing) to establish protocol on new & existing processes

Requirements

• 3+ years customer support or success experience in the technology industry
• 1+ year of experience managing direct reports
• Excited about Chipper's mission to simplify student loans and deliver the benefits people deserve
• An affinity of solving problems quickly and relentlessly; you don’t stop until the thing is handled. You don’t sleep if your tickets are approaching their SLAs. Inbox Zero is a way of life.
• Inclination for a startup work environment; you have a comfort with ambiguity and uncertainty, an interest in discipline and action, and good taste for quality of work product.
• Experience building technical support flows and communications within a CRM tool
• Data-driven with strong experience identifying, baselining, and tracking KPIs
• Experience and interest in developing and implementing new tools/strategies & processes over time
• Ability to work independently in a fast-paced and rapidly changing environment
• Multi-channel experience across live-chat, email and digital products
• Austin based or open to relocating to Austin.

Bonus Points:

• Experience with Intercom CRM
• Experience in FinTech or financial services

Benefits

• The chance to transform the entire student loan repayment landscape, help millions of borrowers, and drive impact from day one
• Competitive salary and equity compensation
• Flexible working (hybrid of in-person & remote), relaxed dress code, office pets
• Unlimited vacation
• Comprehensive health insurance plans, including dental and vision
• 401(k) plan
• Monthly stipend for physical/mental health (i.e. to use towards therapy, gym membership, etc.)
• Annual stipend for continuing education
• Strong ownership of your work, mentorship, and unbounded leadership opportunities. You'll have the opportunity to help build a rapidly scaling organization

At Chipper, we’re passionate about building a diverse team. We care deeply about diversity, equality, and inclusion and strive to build a culture where everyone, from any background, feels included, supported, and free to be themselves.

If your experience is close to what we’re looking for, please consider applying. Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply.