VP, Customer Support
Responsibilities:
- Develop, implement, and monitor department processes and procedures ensuring effective and efficient operations
- Maintain an in-depth working knowledge of Ibotta systems, processes, and products
- Proactively provide feedback across departments regarding customer concerns and user experience
- Serve as an escalation point for Customer Support, Fraud Prevention, and critical customer issues; serve as a liaison to other internal departments and stakeholders
- Hire, train, coach, guide, and manage a growing team of direct and indirect reports in order to achieve high performance and company success
Job Requirements:
- BA/BS degree related to communication, business, or technology preferred
- Minimum 10 years experience managing a Customer Support team of 50+
- Experience in a management/leadership role
- Basic understanding of fraud prevention and/or risk mitigation techniques
- Strong analytical and problem solving skills
- Exceptional communication skills
- Ability to motivate and guide a team in high pressure and deadline driven situations
- Ability to attract, build, and retain a team of high performing individuals; must be adept at assessing, coaching, and effectively managing employee performance