Manager, End User Support

About us:

Branch is on a mission to empower workers with financial freedom. We do this by helping companies accelerate payments and providing working Americans with accessible, free financial services. We’re committed to building and delivering more inclusive, transparent, and frictionless financial products.

Our goal of empowerment extends to our own employees, too. Have a great idea? Share it today and it might just get implemented tomorrow. As a member of our team, your voice and creativity matter—and they can directly impact our products, company, and culture.

We not only focus on attracting great talent from across the country, but also on building teams that help that talent thrive. That means valuing a diversity of opinions and working styles, while creating a shared belief in innovation, initiative, and winning together.

Come join our team as we develop new ways to improve the lives of working Americans.

About the Role:

The End User Support Manager is responsible for leading and managing the End User Support team, which includes Onboarding Lead Analysts and T3 Escalation Specialists, and for overseeing our Business Process Outsourcing (BPO) partner. This role involves ensuring efficient and effective support operations, resolving complex customer issues, driving process improvements, and maintaining strong relationships with both internal teams and external partners.

Responsibilities include, but are not limited to:

Team Leadership and Management:

• Manages and mentors team members, providing guidance and support to meet team goals
• Oversees issue identification and resolution for new customer onboarding
• Ensures effective triage, investigation, and response to complaints and escalations
• Monitors team performance, providing coaching and feedback
• Leads a cross-functional and cross-vendor support organization, managing internal team leads and external BPO Operations Managers across multiple global locations
• Oversees performance, morale, and development for Tier 1, Tier 2, Tier 3, Onboarding, and Quality teams

BPO Partner Management:

• Manages the BPO relationship, ensuring SLA adherence and performance standards
• Conducts regular performance reviews, identifying and implementing improvements
• Collaborates with the BPO partner to optimize support processes and enhance customer experience
• Ensures the BPO partner has necessary training, resources, and support.
• Acts as the main point of contact for the BPO partner
• Partners with BPO vendors to draft and revise contracts and addendums, ensuring alignment with operational needs prior to Legal review
• Reviews and approves monthly invoices to validate performance and compliance with contractual terms

Workforce Management (WFM) and Tool Management:

• Manages and optimizes workforce management (WFM) processes to ensure efficient staffing levels and adherence to service level agreements
• Administers and utilizes Zendesk WFM to forecast staffing needs, schedule shifts, and track agent performance
• Analyzes WFM data to identify trends, optimize resource allocation, and improve overall operational efficiency
• Collaborates with the BPO partner to ensure alignment on WFM strategies and effective utilization of Zendesk WFM
• Lead daily stand ups to review prior-day performance and provide guidance on weekly and monthly WFM trends
• Partners with Real-Time Analysts (RTAs) to evaluate daily and intraday coverage, address staffing gaps, and implement backlog reduction strategies

Onboarding and Issue Resolution:

• Oversees and monitors account onboarding problems via transaction alerts
• Ensures timely decisioning of compliance alerts (KYC, Sanctions) and appropriate escalation
• Ensures team members engage with customers and vendors to resolve onboarding issues
• Addresses and resolves high-level customer issues (severe complaints, service failures, process complexities)
• Handles and resolves sensitive financial transaction issues, ensuring satisfaction and compliance

Process Optimization and Improvement:

• Evaluates and streamlines customer support processes
• Identifies bottlenecks and implements solutions to improve workflow and response times.
• Builds, maintains, and innovates onboarding, escalation, and resolution processes
• Develops and implements strategies for continuous improvement in customer support and escalation management

Data Analysis and Reporting:

• Analyzes customer support data (app store, social media) to identify trends and areas for improvement
• Generates regular reports and insights for decision-making and strategic planning
• Monitors and reports on customer escalation management performance, providing insights and recommendations

Cross-Functional Collaboration:

• Works with customer support, product, and engineering for product enhancements based on feedback
• Partners with the Compliance team to identify trends and implement corrective actions
• Collaborates with external vendors and internal teams to troubleshoot complex customer issues.
• Partners with CX Operations Manager on cross-functional projects
• Acts as a subject matter expert for the Training & Documentation team to improve documentation

Qualifications:

• 2-4 years of experience in a support role, preferably FinTech
• 5+ years of experience in customer support, with a focus on complex/high-priority issues
• 2+ years of experience leading a team in customer support
• 3+ years of experience managing vendor or BPO relationships
• Strong analytical skills with proficiency in data analysis tools and techniques
• Excellent communication and interpersonal skills
• Familiarity with customer support technologies and processes
• Detail-oriented with a focus on continuous improvement
• Ability to thrive in a fast-paced, dynamic environment
• Proven experience in advanced customer support roles, preferably in FinTech
• Strong analytical and problem-solving skills with critical and empathetic thinking
• Ability to quickly learn and apply new processes and technologies
• Demonstrated ability to lead cross-functional teams and drive collaborative problem-solving
• Strong organizational skills and attention to detail, with the ability to manage multiple high-priority tasks

Travel:

This position may require semi-annual travel to BPO sites in Columbia, Philippines, and India as needed.

Schedule:

Due to the nature of our 24/7 support availability, it may be necessary on occasion to schedule/attend meetings during 2nd/3rd shift times to align with shift leader schedules.

Compensation:

The salary range for this role is $85-105k.

The salary range displayed reflects an average base salary range for the position across all the U.S. The base salary offered to an applicant could be higher or lower based on each applicant's specific skill set, depth of experience, relevant education or training, etc.

Location:

This position is classified as REMOTEwithin the United States of America.

We are unable to hire candidates located outside of the domestic U.S.

Benefits:

• Market-leading medical, dental, and vision insurance
• Stock options
• Free Premium-Tier Origin Financial Wellness subscription
• Monthly home-office stipend
• 401k (TransAmerica)
• 12-weeks paid parental leave for birthing and non-birthing parents
• Flexible time off + sick and safe time
• 11 paid company holidays

Working at Branch

A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Learn more about what we do in this video!

Our collaborative spirit has helped us become an award-winning FinTech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga FinTech Awards, FinTech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.

Learn more about our culture, approach, technology, and people here: https://www.branchapp.com/about

Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Must be currently authorized to work in the USA without sponsorship or transfer.

No third-parties, please.

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