Salary: $130,000 - $150,000 (base salary)
Looking for a higher salary? Apply anyway! This band is a reflection of the job description as written. We are more than happy to speak to more experienced candidates who may require a higher salary and discuss that experience in our first phone screen.
About The Role
The ideal candidate will be committed to customer service and able to grow and develop leaders. A key function of the position is to manage and retain a best-in-class Customer Support team dedicated to building long-term value in customer partnerships.
The role of the Customer Support team is to provide a broad spectrum of support to our customers and partners. The team is in the first line of defense, helping US taxpayers navigate through one of the most challenging times of the year. The team provides support relating to all inbound questions, prioritizes escalations, liaises with partners, and resolves issues.
Responsibilities:
- Scale a team that is relentless in driving amazing customer experiences, and aligned to the april culture.
- Consistently meet targets for customer satisfaction, issue resolution, cross/up-sell, and the economics of our customer care organization.
- Build an engine for positive team growth across recruiting, training, management, and operations.
- Create a productive, high-energy, and achievement-oriented team environment.
- Be the voice of your team to other departments and leadership – escalate issues that impact our customers or inhibit our employee's ability to succeed.
- Define and maintain excellent service levels in our customer support organization.
- Understand operational efficiency requirements and strive to constantly improve them.
- Provide the voice of customer back to product and engineering for continuous feedback and product improvements.
Requirements:
- Deep understanding of systems and operations with B2B and B2C products.
- Experience directly hiring and managing a distributed team.
- Proven track record of success in scaling Support teams and maintaining SLAs.
- Experience designing and overseeing training, QA, and metric management programs at scale.
- Excellent analytical thinker who can deliver actionable recommendations; analyze various communication channels and develop metrics to track success.
- Lead by example with a learning mindset, people-first attitude, and strong sense of responsibility for your domain.
- Self-motivated, detail-attentive, action-driven with the ability to take initiative, execute, and follow-through.
- Experience from a fintech company.
- Experience in supporting taxpayers.
- Ability to change direction and juggle multiple tasks in parallel.
About April
april is redefining the tax software industry with our cutting-edge technology and innovative approach. Backed by top-tier investors such as Treasury, QED, Nyca Partners, Team8, Euclidean Capital, and Atento Capital, we partner with financial service companies, fintechs, and payroll providers to seamlessly integrate mobile-friendly tax solutions into their platforms.
Our mission is to transform tax management from a once-a-year chore into a proactive, year-round process. Through our advanced AI technology, we're breaking down the barriers of the tax industry to offer intelligent, white-labeled solutions wherever financial decisions are made.
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