Clair Care, Team Lead

Are you who we're looking for?

We are seeking a Clair Care, Team Lead to join our Customer Support department. The ideal candidate will bring strong leadership experience, excellent problem-solving skills, and a passion for delivering exceptional customer service in a fast-paced, tech-driven environment. This role is a blend of team management, strategic planning, and hands-on support. You will oversee a team of support agents, ensuring they deliver high-quality assistance to our clients while maintaining consistent service levels. 

In addition, you will play a critical role in developing and maintaining internal documentation, ensuring that the knowledge base is up-to-date, accurate, and comprehensive. You will also collaborate with cross-functional teams to optimize workflows and improve overall customer experience.

What will you do at Clair?

Team Leadership & Development:

• Lead and mentor a team of support agents, providing guidance, motivation, and professional development.
• Foster a positive and productive team environment focused on collaboration, learning, and continuous improvement.
• Motivate and keep the team engaged in a remote working environment. 
• Monitor team performance metrics (e.g., response times, resolution times, customer satisfaction) and implement strategies for improvement.
• Conduct quality reviews of team tickets to uphold standards of excellence and ensure consistent service delivery.
• Conduct regular one-on-one meetings and performance reviews to track progress, set goals, and identify growth opportunities.

Support Management:

• Oversee day-to-day operations of the support team, ensuring timely and effective responses to customer inquiries via multiple channels (email, chat, phone, etc.).
• Troubleshoot and resolve escalated issues, working closely with customers to ensure their needs are met and concerns are addressed.
• Analyze recurring customer issues and collaborate with product, engineering, and other departments to drive product improvements and issue resolution.
• Support monthly banking reporting efforts, monitoring key metrics to ensure alignment with partner bank expectations and providing recommendations to the Manager as required
• Develop comprehensive expertise in Clair's offerings, including the signup process, wage advance and repayment solutions, providing a valuable crash course in fintech for interested candidates.

Documentation & Knowledge Base:

• Develop, update, and maintain internal and external support documentation, ensuring it reflects current processes, product features, and best practices.
• Ensure that the knowledge base is comprehensive, accurate, and easy to navigate for both customers and support agents.
• Train and educate the support team on new documentation, tools, and processes to ensure consistency and accuracy across all customer interactions.

Cross-functional Collaboration:

• Work closely with product, engineering, and other departments to relay customer feedback and drive improvements based on recurring issues or pain points.
• Help identify opportunities for process improvements to increase team efficiency and enhance the overall customer experience.
• Collaborate with leadership on scaling the support function and developing new strategies to meet customer demands.

Qualifications

• At least 3 years of experience leading a customer support or operations team, preferably in a SaaS or FinTech environment.
• Proven experience maintaining and updating support documentation (knowledge bases, internal wikis, process manuals, etc.).
• Strong understanding of the unique challenges and demands of the FinTech or SaaS industry.
• Experience leading and motivating a remote team in a distributed work environment, with the ability to maintain engagement, build trust, and create a sense of connection across remote teams.
• Strong communication skills, both written and verbal, with an ability to explain complex technical concepts in simple terms.
• Strong problem-solving skills, with a customer-first mindset.
• Proficiency in mathematics and numerical analysis, vital for effectively interpreting and utilizing data within our organization's narrative.
• Skills in planning, prioritizing, and adapting within a fast-paced environment; maintaining a high level of organizational skills, efficient follow-through, and a high sense of accountability.
• Enthusiasm for contributing to an early-stage startup within the fintech sector and eagerness to delve into the intricacies of on-demand pay.
• A collaborative mindset and readiness to work diligently alongside the dedicated team at Clair, striving for collective success in our endeavors.
• Comfortable using customer support tools (e.g., Zendesk, Freshdesk, Intercom, etc.), CRM systems, and ticketing systems.
• Familiarity with financial products, services, or platforms is a plus.
• Basic understanding of technical troubleshooting, especially in SaaS-based products.

Additional Details

Location: This is a remote position based out of the Salt Lake City, UT or New York City, NY area.  #LI-Remote

Compensation: The annual compensation for this role is $81,800. The actual base pay within this range depends on many factors, such as education, skills and experience. Base pay is only one part of Clair’s competitive total compensation package which includes benefits, perks and equity. The base pay range is subject to change and may be modified in the future.