Job Description:
Affirm is seeking a skilled and experienced Online Account Support Manager to join our team in San Antonio, Texas. As a mid-to-senior level professional with at least 7 years of experience in a similar role, you will be responsible for managing and overseeing our online account support team to ensure the highest level of customer satisfaction and service.
Responsibilities:1. Manage a team of online account support representatives, including hiring, training, coaching, and performance management.2. Develop and implement strategies to improve customer satisfaction and retention rates.3. Monitor and analyze key performance metrics to identify areas for improvement and implement necessary changes.4. Handle escalated customer inquiries and complaints in a timely and professional manner.5. Collaborate with other departments, such as customer service, sales, and product development, to ensure a seamless customer experience.6. Stay up-to-date on industry trends and best practices to continuously improve the online account support process.7. Develop and implement training programs for new and existing team members to ensure consistency and efficiency in operations.8. Utilize CRM systems and other tools to track customer interactions and provide insights for improvement.
Requirements:1. Bachelor's degree in Business Administration or related field.2. Proven experience in a customer service or account management role, with at least 7 years of experience.3. Strong leadership and coaching skills to motivate and develop team members.4. Excellent communication skills, both written and verbal.5. Strong decision-making and problem-solving abilities.6. Ability to work in a fast-paced environment and meet tight deadlines.7. Hardworking and confident individual who can handle challenging situations with ease.
Benefits:- Gym membership- Free food- Medical coverage
Working Environment:At Affirm, we prioritize work-life balance and employee well-being. We offer a supportive and inclusive work environment where employees can thrive and grow professionally.
Equal Opportunity Statement:Affirm is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
