Customer Experience Team Manager

Who are we? 

Running a business is hard, we make it easier. Capital on Tap is the premier credit card company for small businesses! We have helped over 125,000 businesses access credit and hope to partner with over 1 million by the end of 2025. 

Who are you? 

• Demonstrable obsession with improving customer experience
• Obsessed with customer service, demonstrated through improved CSAT scores, trust pilot/google reviews, or other metrics.
• Experience successfully scaling and running teams with up to 20+ people in operations, customer service, or an equivalent role.
• Comfortable with basic G-Suite functionality including Google Sheets analysis and reporting.
• Self-motivated and able to move at pace and within uncertainty.
• Leadership presence, and the ability to energize and motivate others.
• Experience driving team-level metrics (e.g., AHT, Adherence, QA, etc) through sensible resource planning and allocation, and providing high-quality feedback
• Experience helping training teams deliver and determine training plans
• Able to manage work and teams autonomously

A day in the life 

• Hiring, developing, and scaling an outstanding team of customer-facing agents.
• You’ll be optimizing for quality at speed. 
• The primary quality metric is CSAT, but you’ll also want to think about First-Contact Resolution, Audit Scores, and Complaint Volumes and Escalations.
• The primary speed metric will be response times across our three channels (calls, emails, and chat).
• Cost-to-Serve is important to the extent that our team is maximally productive and efficient, but comes secondary to quality.
• The Customer Experience within the US starts and ends with you. You’ll constantly be challenging the team to think through how what we do affects the customer, and how it could be improved.
• You’ll be responsible for being part of a team who runs the day-to-day operation in partnership with other teams and  leaders in Atlanta and in the UK
• These relationships will be arms-length, and you’ll enjoy a lot of freedom.

Bonus points!

• Experience with the systems Kustomer and UJET.
• Experience utilizing skip tools
• Experience in Financial Services
• Experience in Contact Center Leadership

The fun stuff (Perks and Benefits)

• Competitive Salary
• 90% Healthcare Premium paid by employer
• 401k Match - 100% Match to 3% and 50% to 5%
• 20 Days PTO
• Excellent progression and opportunity to grow and develop - we even give every employee $1,250 a year to grow their skills outside the company
• Generous anniversary rewards
• An opportunity to pilot new ideas that impact the growth and direction of the business

We are a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves. We welcome, consider, and encourage applications from anyone that shares this passion.

If you want to progress your career within a fast-growing, profitable fintech then click apply and we will get back to you!