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Customer Service & Operations Team Lead

Capitalize

Capitalize

Customer Service, Operations
New York, NY, USA
Posted on Monday, December 11, 2023

About Us:

We’re fixing the retirement savings system - come join us.

We’re on a mission to make saving for retirement easy. Our first product helps people digitally locate their old 401k accounts and consolidate them into a new account at any financial institution - without the paperwork, phone calls, and faxes of the past.

We believe all Americans should retire with enough money for a life of dignity. Over time, we intend to eliminate all of the friction & fees embedded in the retirement savings system that stops them from doing so - and we’re not stopping there.

We’ve raised capital from leading venture investors including Canapi Ventures, Greycroft, RRE, Bling Capital, and Walkabout Ventures. We're a 35-person company based in New York City.

About The Role:

Saving for retirement is hard, with lots of friction and confusion. The Team Leader will be a key member of the Customer Service and Operations team, providing leadership and management to a team of customer-facing associates. The Team Leader will be primarily responsible for leading, coaching, and developing a team of Customer Service & Operations Associates to drive exceptional customer experiences. Your performance will be measured by both your team’s performance and your execution on the responsibilities listed below.

What You’ll Do:

  • Oversee the day-to-day performance of a team of Customer Service and Operations Associates.
  • Help our associates grow by provide direct and detailed feedback to each of your reports through 1-1s and coaching sessions.
  • Build a culture of customer excellence by executing on QA procedures and owning the resolution for escalated customer issues.
  • Support the improvement and and scaling of our products, tools, and systems.
  • Drive business outcomes by developing and enhancing standard operating procedures.

What You'll Bring:

  • A proven track record of managing teams of 8 or more people.
  • A passion for mentoring and developing associates
  • Inspired by a real passion for working collaboratively, improving efficiency, and fostering and implementing new insights
  • 7+ years of professional experience, with at least 2 years of direct leadership and people management experience.
  • SIE and Series 7 preferred.
  • Background in Finance, Fintech, or high volume Call Center Operations preferred.

Benefits We Offer:

  • Industrious office space in New York City, with great in-office perks including Daily Breakfast and Craft Coffee, Private Conference Rooms, Flexible Office Space, and more
  • Annual salary of $65,000-$85,000 and equity in the company
  • Medical and dental insurance, with 100% premium covered for staff and 50% for dependents
  • 401k plan access
  • Unlimited paid time off
  • 12 weeks of fully-paid parental leave
  • Maven, One Medical and Teladoc memberships
  • ClassPass fitness perk

We’re a mission-driven company focused on doing what’s right - for our customers and for our team. That means assembling a group of diverse, hardworking people who want to be their best in a setting that’s open and inclusive for all. We’re committed to diversity in both measurable terms (e.g. gender, race) and across other dimensions like skill sets and experiences. We believe that a diverse, equitable and inclusive company enriches our professional and personal lives. If that speaks to you, we want to meet you. Come help us build!