Clair is seeking a Clair Care Team Lead to join our Customer Support department. This role combines team management, strategic planning, and hands-on support to ensure our clients receive high-quality assistance and consistent service.
What You'll Do
- Lead, mentor, and provide professional development for a team of support agents.
- Foster a positive, collaborative, and productive team environment focused on continuous improvement.
- Motivate and keep the team engaged in a remote working environment.
- Monitor team performance metrics (e.g., response times, resolution times, customer satisfaction) and implement improvement strategies.
- Conduct quality reviews of team tickets to uphold standards and ensure consistent service delivery.
- Hold regular one-on-one meetings and performance reviews to track progress, set goals, and identify growth opportunities.
- Oversee day-to-day support operations, ensuring timely and effective responses across multiple channels.
- Troubleshoot and resolve escalated customer issues.
- Analyze recurring customer issues and collaborate with product, engineering, and other teams to drive improvements.
- Support monthly banking reporting by monitoring key metrics and providing recommendations.
- Develop comprehensive expertise in Clair's offerings, including signup, wage advance, and repayment solutions.
- Develop, update, and maintain internal and external support documentation.
- Ensure the knowledge base is comprehensive, accurate, and easy to navigate.
- Train the support team on new documentation, tools, and processes.
- Relay customer feedback to product and engineering teams to drive improvements.
- Identify opportunities for process improvements to increase team efficiency and enhance the customer experience.
- Collaborate with leadership on scaling the support function and developing new strategies.
What We're Looking For
- At least 3 years of experience leading a customer support or operations team.
- Proven experience maintaining and updating support documentation (knowledge bases, wikis, manuals).
- Experience leading and motivating a remote team in a distributed work environment.
- Excellent leadership and interpersonal skills with a proven ability to motivate and guide a diverse team.
- Strong written and verbal communication skills, with an ability to explain complex technical concepts simply.
- Strong problem-solving skills and a customer-first mindset.
- Proficiency in mathematics and numerical analysis.
- Skills in planning, prioritizing, and adapting in a fast-paced environment.
- Enthusiasm for contributing to an early-stage startup within fintech and eagerness to learn about on-demand pay.
- A collaborative mindset and readiness to work diligently with a dedicated team.
- Comfort using customer support tools (e.g., Zendesk, Freshdesk, Intercom), CRM systems, and ticketing systems.
- Basic understanding of technical troubleshooting, especially in SaaS-based products.
Nice to Have
- Experience preferably in a SaaS or FinTech environment.
- Familiarity with financial products, services, or platforms.
Team & Environment
You will be a part of the Customer Support department, leading a team of support agents.
Benefits & Compensation
- Salary: $81,800.00 annual base salary
- Medical, Dental, & Vision Coverage, with option to extend to your family
- Fully-paid parental leave
- Company-sponsored 401k, HSA, and FSA
- Unlimited vacation for salaried roles, generous PTO for hourly roles
- Work from home setup allowance
- Access to your earnings every day on Clair
- Company-sponsored short-term and long-term disability insurance
Work Mode
This is a global, remote position. Candidates must reside in the U.S. in the Eastern, Central, or Mountain time zones.
Clair is an equal opportunity employer and we value diversity at our company. We actively seek a diverse applicant pool and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
