Job description
About Us
TheGuarantors is a cutting edge fintech company whose mission is to improve renting affordability and accessibility for millions of renters nationwide. Its flagship financial and insurance products allow renters to qualify for the home of their dreams while keeping more cash in their pocket at move-in. Fresh off a $50M Series C funding round, TheGuarantors has more than doubled its revenue annually since inception and continues to rapidly expand its footprint, team, and product. The company ranks as one of Inc. 5000’s fastest-growing companies, Forbes’ best startup employers, one of The Financial Times’ fastest growing companies in America, Built In’s 2023 Best Places to Work, and Business Insider’s 21 proptech startups to bet your career on in 2023.
The Opportunity
Do you have a passion for the analytics behind top notch customer service and success? Do you have experience building out a strategy for your Customer Success team to implement? If the answer is yes, this position might be made for you. We're seeking a new Manager of Customer Success to join our growing team! The ideal candidate has the absolute best customer service and is comfortable working in an analytic environment. You will manage a team of Customer Success agents and be responsible for customer satisfaction, identifying opportunities to improve our customer experience, and become an expert on our product offering.
This position can be 100% remote. We look forward to reviewing your application!
What you'll do
- Hire, onboard, coach, and manage a team of Customer Success agents
- Set team quotas, goals, and SLAs
- Produce training material
- Monitor team and individual performance, present findings to leadership, and develop upskilling plans when necessary
- Develop scalable team process
- Resolve escalated customer issues and complaints
- Gather customer feedback and present to leadership
- Ensure that agents follow team protocol; maintain integrity of team data
What your team will do
- Educate renters on our offering of products and help them navigate the leasing process
- Drive revenue by working with leasing offices and brokers to close deals
- Improve customer retention by facilitating the renewal of existing policies
- Monitor customer complaints and take action to resolve
- Gather data on customer communications and engagement to fuel our never ending quest to improve the user experience
What you bring
- 1+ years of people management experience in a similar role
- Passionate about making others successful
- Possess the interpersonal skills necessary to lead a large and diverse team, as well as an analytic and operational mind to thrive in a rapid growth environment
- Amazing customer service skills: an exceptional demeanor over the phone and email
- Decisive and comfortable making decisions quickly
- Excellent oral and written communication
- Ability to build relationships with peers, cross-functional counterparts, and upper management
- Willingness to work one weekend day once per month, with one day off during the 5-day work week
Cash Compensation:
OTE range up to 121k
- The final offer is based on the experience and career level at which the candidate is hired for and thus may vary slightly from what is listed above.
What We Offer
Opportunities to make an impact within a fast growing company
Medical, dental, & vision insurance, beginning day one
Health savings account with employer contribution
Generous PTO and paid holidays
Flexible working hours
401(k)
Paid parental leave
Company sponsored short and long term disability
Flexible spending accounts (healthcare, dependent care, commuter)
Competitive salary
Stay in Touch
Does this role not quite match your skills, but you’re still interested in what we're doing? Stay In Touch and be one of the first to hear about future opportunities!
TheGuarantors is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive environment for all.
Base Salary
Base salary does not include other forms of compensation or benefits. Final offer amounts are determined by multiple factors, including prior experience, expertise, location and current market data and may vary from the range above.
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