CX Trainer Team Lead

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks. Since our founding, our app has been downloaded over 13M times and we have provided access to over $15 billion in earnings.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world class talent onboard to help shape the next chapter of our growth journey.

Position Summary

As a Fintech company where customer experience (CX) is an integral function, our success relies highly on effective operations and actionable insights to deliver a world-class customer experience through our large scale 24x7 operations supporting various channels. 

We are seeking an enthusiastic leader to take ownership and drive customer support (CS) operations for EarnIn products. This role involves overseeing various aspects such as customer support training, QA, metrics & KPIs, processes & procedures, and working hands-on with our contact center partners in a mid-sized 24x7 operation. The ideal candidate should have a strong background in training and motivating employees, scaling contact center operations, utilizing tools, project management, and implementing process improvements to enhance customer experiences, agent efficiency, and cost reduction. Additionally, the ideal candidate should demonstrate a sense of urgency, curiosity, and a passion for overcoming challenges, managing complex problems, and collaborating with cross-functional teams to execute and drive successful outcomes.The US base salary range for this full-time position is $70,000 - $90,000 + equity + benefits. Our salary ranges are determined by role, level, and location.   This is a Palo Alto, CA based role. 

What You’ll Do:

• Collaborate closely with Training team to develop and implement comprehensive training programs for agents, ensuring alignment with organizational objectives.
• Facilitate regular shadow sessions aimed at enhancing critical thinking skills and promoting a problem-solving mindset among agents, reducing reliance on Standard Operating Procedures (SOPs).
• Lead, mentor, and motivate a team of agents within existing Business Process Outsourcing (BPO) partnerships to elevate the customer support experience for Earnin products.
• Manage escalations from start to finish, ensuring timely resolution and customer satisfaction.
• Conduct routine Quality Assurance (QA) evaluations to assist in refining QA processes, providing valuable insights for continuous improvement.
• Monitor and analyze contact center KPIs and metrics, proactively identifying trends and areas for optimization.
• Execute customer care experiments to evaluate processes and drive strategic business recommendations.
• Collaborate closely with Product teams to relay customer feedback and insights, contributing to product enhancement efforts.
• Utilize data analysis and insights to identify opportunities for enhancing product and service quality, driving initiatives to deliver exceptional customer experiences.

What We’re Looking For:

• 2+ years of relevant experience in a similar or related role.
• A college degree or equivalent qualification.
• A curious, proactive, and entrepreneurial mindset. We seek individuals who excel in problem-solving, using critical thinking, common sense, and a drive for personal and professional growth.
• Demonstrated hands-on leadership qualities, coupled with a curious and analytical approach to data and ticket analysis.
• A willingness to roll up sleeves and actively participate in execution tasks.
• Ability to lead and drive initiatives with a sense of urgency, consistently striving to achieve positive business outcomes.
• Excellent interpersonal skills and a high level of empathy for customers.
• Strong organizational skills and comfort in planning and leading projects involving stakeholders from various departments.
• Willingness to travel: The ideal candidate should be comfortable with occasional travel, typically a couple of times a year for one-week durations, to fulfill operational requirements and collaborate with remote teams or partners as needed.

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents