Manager - Customer Success/Support - US FinTech Startup
Description
ABOUT THE ROLE
We are looking for a highly driven Frontline Manager, Customer Success to lead a multi-channel customer support team operating in a night shift environment. This role owns day-to-day operations across chat, email, and phone - with direct accountability for team productivity, SLA adherence, and the quality of every customer interaction.
You will be a critical voice in coaching frontline agents, driving operational efficiency, and maintaining service excellence in a fast-paced, metrics-driven environment.
WHAT YOU'LL DO
- Lead, coach, and develop a team of customer support agents across chat, email, and phone
- Conduct regular 1:1s, performance reviews, and targeted coaching sessions
- Drive employee engagement and retention, particularly within a night shift environment
- Identify skill gaps and partner with training teams to upskill agents
- Monitor real-time and historical metrics: AHT, CSAT, SLA, productivity, and adherence
- Ensure the team consistently meets or exceeds KPIs and service level targets
- Proactively manage performance gaps, including PIPs where required
- Partner with Workforce Management (WFM) to optimize staffing, scheduling, and queue management
- Ensure delivery of high-quality, consistent customer service across all support channels
- Monitor quality scores and implement action plans to improve CSAT and NPS
- Handle escalations and complex customer issues with a strong focus on resolution
- Champion and reinforce a customer-first culture across the team
- Drive process adherence and lead continuous improvement initiatives
- Identify trends, root causes, and opportunities to improve workflows, tools, and customer journeys
- Collaborate cross-functionally with Product, Risk, and Operations to resolve systemic issues
- Ensure compliance with internal policies and regulatory requirements
- Analyze performance data and generate insights to inform decision-making
- Prepare and present regular reports on team performance, trends, and improvement plans
- Use data to drive accountability and continuous improvement across the floor
