Senior Manager, Support Training, Quality & Continuous Improvement - Remote

Overview

The Senior Manager, Support Training, Quality & Continuous Improvement is responsible for agent training, quality assurance, and escalations, ensuring a high-quality support experience for Acorns customers.

In Short

• Develop and deliver engaging support training programs.
• Enhance ongoing product training for agents.
• Lead quality assurance initiatives to drive performance improvements.
• Monitor customer satisfaction trends and implement coaching.
• Manage external feedback loops with support partners.
• Collaborate cross-functionally to resolve customer escalations.
• Drive long-term strategy for training and quality assurance.
• Establish governance meetings with partners.
• Analyze escalation trends for process improvements.
• Build scalable onboarding processes for partners.

Requirements

• 8+ years in customer support training or quality assurance.
• 2+ years of people management experience.
• Excellent communication skills with a focus on documentation.
• Strong analytical skills and project management experience.
• Ability to motivate and develop team members.
• Commitment to policy and procedures.
• Passion for supporting innovative products.
• Optimistic about societal change.

Benefits

• Competitive salary and stock options.
• Comprehensive benefits package.
• Flexible work location and hours.
• 401(k) discretionary match.
• Monthly contributions to Acorns and GoHenry accounts.
• Mindfulness and Financial Wellness resources.
• Career Development Program.
• Community week gatherings and virtual events.
• Talented team members who care about our mission.
• Opportunity to create meaningful societal change.