Love coaching and developing Customer Experience teams to increase customer happiness? Do you have a passion for improving tools and processes at scale and inspiring an energetic team to provide world class support for customers?

We’re growing quickly and want to ensure best-in-class service to our merchant clients. We’re looking for a smart and motivated Manager to lead our Mid Market/Franchise Account Management team to greatness. We’re looking for a seasoned leader who understands the challenges SMBs face and is passionate about helping them reach their marketing goals. Your team is the first point of contact for our clients and responsible for helping our merchants get the most from our software. The ideal candidate will inspire a passionate team that’s dedicated to customer happiness. They will coach and mentor team members to help scale a quickly growing company with an amazing culture.

Here’s what you’ll do day to day:

• Lead a Customer Experience team of 4-6 passionate individuals with a focus on development and professional growth
• Create an environment of continuous development and improvement through mentoring, coaching, and feedback
• Understand and communicate the company initiatives and metrics used to measure growth and performance in customer support
• Use scalable systems and metrics to monitor and improve the customer experience
• Build a strong culture of collaboration with our product team to prioritize the most impactful product enhancements and reduce inbound inquiries
• Ability to interpret various data points to recognize trends and areas of opportunity
• Effectively manage multiple channels, including phone, email, chat, social and more
• Execute against the training plan for National Account Managers in sales skills, product knowledge, time management, retention and customer relations.
• Identify common issues while finding quick and effective resolutions
• Assist merchants with account setup and attachment, handle inbound requests to the general support line, and handle first level email requests
• Research and develop best practices and guidelines that will inform others involved in Customer Experience
• Build value through marketing and SMB expertise

• College Degree
• 3-5 years of Management, Account Management, Sales, or Retention experience.
• Demonstrated success in Leadership.
• Excellent written, verbal, and interpersonal skills.
• Knowledge of the industry and market.
• Ability to thrive in an ever-changing, fast-paced environment, with a focus on impact through execution.
• Exceptional writing and phone skills
• Self-motivated and always looking for improvement opportunities
• Competitive and driven to continuously out-perform

• You care about small business
• You bring energy and you are always improving
• You have ample customer facing experience
• You can multi-task while maintaining high-quality work
• You are a team player who communicates effectively
• You want to work towards both team and individual goals
• You want to advance your career and learn something new every day

• An early stage company in the midst of tremendous sustained growth across 40 US metro markets
• A base salary, competitive bonus structure, incredible benefits and Series B equity
• New laptop, coffee, soda, snacks, Wednesday breakfast, a kegerator filled with your choice of beer, a ping pong table, and an incredible team that wins!