Customer Support Lead

About Attain

Built for consumers and companies, alike

In a world driven by data, we believe consumers and businesses can coexist. Our founders had a vision to empower consumers to leverage their greatest asset—their data—in exchange for modern financial services. Built with this vision in mind, our platform allows consumers to access savings tools, earned wages and rewards without cost or hidden fees. In exchange, they give permission to use their real-time data for research, insights and targeted advertising.

At Attain, your contribution will help us build a more equitable and efficient data sharing ecosystem—whether helping consumers access modern financial services or businesses leverage data to achieve better outcomes. You’ll have the opportunity to work directly with hands-on leaders and mission-driven individuals everyday.

About the role

Our Customer Support team plays an integral role in our user and customer experience. We are seeking a Customer Support Lead, who will serve as a voice for our Frisbee app customers by helping our product and tech team design user-centered features and create a seamless user experience. As a Team Lead, you will be in charge of directly leading, coaching, and motivating our offshore team. In this role, you will develop and implement strategies to ensure that the department runs smoothly and efficiently.

We are looking for a driven team leader, who has experience building a true multi-channel customer-centric team. You will work with the Frisbee Customer Support team and report to the Director of Customer Experience. 

This position can be remote. 

Preferred Qualifications

• 4+ years of call center and/or customer service related experience 
• 2+ years of experience working with fraud cases, disputes, or similar
• 2+ years of people management directly leading a team 
• Experience with omni-channel support such as Zendesk, Salesforce, Helpdesk, etc. 
• Experience building a multi-channel customer success team

What a typical week might look like

• Serve as a go-to resource for the offshore team, providing guidance and support as needed
• Embrace a customer-centric approach, advocating for customers 
• Effectively respond to and manage customer feedback across various communication channels
• Collaborate with the Director of Customer Experience and Senior Director of Product to enhance the overall customer journey
• Streamline workflows and establish best practices for efficient customer ticket management
• Monitor and manage ticket queues, ensuring adherence to service level agreements and proper escalation
• Enhance Frisbee Help Center knowledge base by contributing new articles, tutorials, documents, and process improvements
• Demonstrate expertise in fraud detection, identification, and resolution, including handling escalated fraud cases

During your first few months at Attain, you’ll: 

• Meet the members of the team! We believe in our people, so we want to make sure you're introduced to all of the right team members to help you succeed. You will spend a significant amount of time with our Director of Customer Experience, Customer Operations Manager, Product Managers and senior CX team members.  
• Get to know Attain! Immerse yourself in our product, interact with our in-app features, and get to know our consumers. 
• Enhance your skills! You will become very familiar with the technology and tools that we use; Zendesk, JIRA and Firebase, just to name a few.   
• Create something from the ground up!  Your input will be valued from day one as you lay the groundwork for our support team, customers, and fraud prevention strategies.

We are excited to hear from you. 

At Attain, we are passionate about finding people to continuously help us grow our organization. We encourage you to apply, even if your experience doesn’t match every detail on the job description. If we don’t see something that immediately fits, we will keep your resume on file for future opportunities.