Manager, Customer Experience

Summary:

This is an amazing opportunity to lead the highest rated customer service team in lending. Period. You will be responsible for providing leadership and guidance to the customer experience team, handling escalated customer inquiries, and managing the day-to-day operations of customer support at PatientFi. THIS IS A HYBRID ROLE IN IRVINE, CA.

Responsibilities

• Lead and supervise the customer support team, providing coaching, mentoring, and support to team members to ensure high performance and productivity
• Provide training and ongoing development opportunities for team members to enhance their skills, knowledge, and abilities in customer service, problem-solving, and product knowledge
• Address complaints received from organizations such as BBB, ensuring prompt responses and satisfactory resolutions
• Handle escalated customer inquiries and follow through to resolve problems in a timely and efficient manner, maintaining a high level of customer satisfaction
• Coordinate with other departments or third parties as necessary to address customer concerns and ensure seamless resolution of issues
• Oversee the daily operations of the customer support team, including managing schedules, ensuring adequate coverage, and prioritizing tasks
• Contribute to the development and enhancement of our learning center
• Track team performance metrics and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, and take corrective actions as needed to meet performance targets
• Identify opportunities to streamline processes, improve efficiency, and enhance the customer support experience, and implement changes to drive continuous improvement 
• Implement performance management strategies to monitor team performance, identify areas for improvement, and recognize achievements
• Foster a culture of open communication, collaboration, and teamwork within the customer support team and across departments  • Utilize problem-solving skills to identify root causes of customer issues and implement effective solutions to prevent recurrence 
• Be responsible for the end-to-end management, optimization, and performance of the AI ecosystem within the Customer Service department. 
• Serve as the primary administrator for Ultimate AI (Chat/Email), Poly AI (Voice), and Zendesk Copilot
• Monitor live interactions to identify intent gaps; update bot flows, verbiage, and logic to increase resolution rates.
• Ensure all AI responses are synchronized with company updates (e.g., website verbiage changes, new product launches) and the internal Knowledge Base/Help Center.

Pay: $70,000.00 - $75,000.00 Annual; Up to 15% Annual Bonus 

Desired Skills / Experience

• 3-5 years of leadership experience in a fintech, credit union, or bank.
• Excellent communication, interpersonal , and problem solving skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong leadership and team management skills - with a focus on talent development.