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Customer Support Manager
$99k-132k (estimate)
Full Time 4 Months Ago
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Extend Enterprises, Inc. is Hiring a Remote Customer Support Manager

EXTEND OVERVIEW 

Extend is a rapidly growing fintech startup in the B2B payments space with a focus on serving banks and their customers. We have built the first virtual card platform of its kind, directly integrated with processors, networks, and the technology that supports banking across the industry. We offer several virtual card products including an app-as-a-service that banks can offer business customers with their existing credit cards, a suite of virtual card APIs for those looking to build custom payment solutions, and we also offer secure connectivity to key banking and payment services that enable 3rd-parties to integrate and embed payments into their software. 

Founded in 2017 by three industry experts with experience at Fortune 500 companies, including American Express and Capital One, Extend is headquartered in Manhattan and has recently raised $40m in venture capital from top fintech investors. Extend was recently voted one of America's best startup employers by Forbes and best payments service platform by Tearsheet.

With extreme monthly growth and 80 mission-driven employees, now is prime time to join our team!

For more information visitpaywithextend.com

ABOUT THE ROLE

It’s a great time to become a part of this early-stage start-up! We’re growing quickly and need someone who can jump in with experience and knowledge in the payments space. As a Customer Support Manager, you’ll be at the forefront of managing the success of key partnerships and customers.

This role is about delivering excellent support to customers and partners as well as problem-solving and connecting dots to effect positive outcomes. Using and distilling analytical information will be a key driver for success and end-to-end project management. Given the nature of this role, you’ll be working across teams within the organization and with Extend’s external partners and end-users.

Please note that this role may require some travel and occasional weekend and off-hours support. 

At Extend, you’ll:

  • Have ownership and accountability for a portfolio of bank partners, providing specialized support based on integration specifics 
  • Work assigned issues from open, mitigation, to close, often liaising with tech, product, and leadership as required or when escalation is needed
  • Serve as the key point of contact to designated partners, hosting update calls and participating in business reviews 
  • Provide key partnership updates (internally and externally) including issue tracking, flagging risks, reviewing product enhancements, and sharing other KPIs to help drive robust relationships
  • Drive the Customer Support workstream to implement CSAT/NPS system. Work with cross-funtional teams to review and action feedback 
  • Identify common customer issues and work closely with the backend and Product teams to develop solutions
  • Proactively anticipate needs across all constituencies to ensure growth through responsive partnership and update appropriate stakeholders
  • Help create and deliver issuer-specific service training modules, i.e. train-the-trainer
  • Continuously update servicing documentation for accurate support of bank-specific support across the team
  • As needed, assist with new bank/partner implementations and help set up the servicing model

THE CANDIDATE

Ideally, you’ll have:

  • A Bachelor’s Degree and 5 years in the payments space
  • Demonstrated experience in servicing customers
  • Quick learner who adapts well to a fast-moving environment 
  • A curious person who is excited about understanding everything there is to know about our product, customers, and competitors
  • An articulate communicator (written and verbal)
  • A sense of urgency, excellent project management skills and aptitude to drive things to closure 
  • Exhibit excellent interpersonal skills with the ability to work constructively with multiple stakeholders
  • General understanding of APIs and experience implementing SaaS platforms
  • A passion for problem-solving and helping customers
  • Possess an entrepreneurial, positive, and can-do attitude to drive business growth
  • Experience in the payments industry including card issuers and processors
  • Experience with Salesforce desired

WHAT WE OFFER

  • Competitive compensation packages, including year-end bonus program
  • Equity for all–our success is your success
  • Unlimited vacation-and we want you to use it
  • 401K and company match
  • Flexibility to work remote or in our NYC office
  • Comprehensive health, vision, and dental insurance
  • Maternity and paternity benefits
  • Reimbursement for gym memberships
  • Up to $5K referral bonus–bring your friends!
  • Work with and learn from functional experts across disciplines

To all recruitment agencies, Extend does not accept agency resumes. Please do not forward resumes to our jobs alias, Extend employees or any other company location. Extend is not responsible for any fees related to unsolicited resumes

Extend is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

Job Summary

JOB TYPE

Full Time

SALARY

$99k-132k (estimate)

POST DATE

11/19/2022

EXPIRATION DATE

12/25/2022

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If you are interested in becoming a Customer Support Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Manager jobs

A good CSM have the affinity for multitasking with precision.

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The customer support manager must be able to work with people with different needs.

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As a Customer Support Manager having the right customer service skills and traits don't only make for happier customers, they also make the job more fun.

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Step 3: View the best colleges and universities for Customer Support Manager.

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