Sr Support Operations Manager

Dallas, Support

Dallas, Texas, United States office

About Fundbox

Fundbox is a financial platform for small businesses. The company is on a mission to unlock growth for small businesses by providing fast and easy access to financial tools and working capital solutions. Fundbox has connected with over 325,000 businesses, unlocked over $2.5B in working capital, and invested $100M into its AI platform, gaining deep insights into the small business ecosystem.

We were recently selected as one of the top 250 Fintechs out of 17,000 Fintechs and Startups in the industry.  

Fundboxers (as we like to call them) join our amazing team due to our mission of empowering small businesses to realize their full potential with the help of Fundbox.

We offer incredible benefits including:

  • Competitive Compensation, including equity with Fundbox in the form of restricted stock units
  • Generous PTO policy to include vacation, sick time and more
  • Monthly lunch budget
  • Total wellness benefits, including individual annual budget, mental and physical health resources and more
  • Personal and professional development budget 
  • Stipend to improve your home office setup 
  • Premium coverage for health plans offered from day one (some options covered at 100% for Employees)
  • 401k, Life insurance and disability benefits
  • Let’s not forget, we were recently certified by Great Place to work with an employee satisfaction rate of 94%.

Job Description

We’re looking for a talented Senior Support Operations Manager to lead our exceptional team, help us scale the business, deliver the highest level of customer service and drive strategy and innovation for our Customer and Data Aggregation Support teams. In this position, you will report directly to our Director, Customer Operations, and serve as an operational and strategic leader.

In this role, you will:

  • Hire, train, up-level and retain high quality talent for our customer support organization
  • Manage team leads and agents, including weekly 1x1 meetings, KPI reviews, time and attendance enforcement, and employee career development
  • Conduct regular call monitoring and call calibration exercises; partner with compliance, training and QA teams to refine Quality Assurance program
  • Identify process and product inefficiencies, gather feedback, data and examples from customers and agents, and partner with product development organization to deliver innovative and technology focused solutions
  • Implement reliable KPI tracking across team and agents, set performance targets based on these, and report on progress to manager and Sales Ops leadership on a regular basis
  • Plan and rollout strategic changes to improve the effectiveness of our customer support organization, and maintain high morale through these periods of change
  • Engage directly with Fundbox customers
  • Have a strong focus on delivering the highest level of customer service and experience
  • Develop Capacity Management models by accessing current and future state volume and making business decisions accordingly 

You should have:

  • At least 10 years as a Support Manager experience (Fintech or SaaS experience preferred)
  • Demonstrated experience in trend analysis and recommending appropriate changes to identify and address root cause.
  • Experienced people leader with the ability to influence and collaborate at all organizational levels
  • Strong aptitude for technology
  • Experience with Zendesk, Salesforce, MySQL, G-Suite, Slack a big plus
  • Proven experience with change management
  • Excellent verbal, written, and interpersonal communication skills
  • Experience with capacity planning, forecasting, process improvement, and measurements
  • Thrives in a fast paced environment

Diversity and Inclusion at Fundbox

Fundbox is proud to be an equal opportunity workplace as we know that diverse teams produce the best work. We are committed to building a culture of innovation and inclusion across gender, race, age, sexual orientation, religion, disability, and identity. Here at Fundbox, we strive to uphold a system of values we call MOSAIC: Mission, Ownership, Speed, Achva (a Hebrew term meaning to help one another), Innovation, and Clarity. Embracing our diverse backgrounds and abilities allows us to harness our creativity and achieve more, together.

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