Remote Otter LogoRemoteOtter

Associate Manager, Customer Experience - Remote

Posted 6 weeks ago
Customer Service
Full Time
NY, USA
$88,000 - $121,000/year

Overview

The Associate Manager will lead the frontline of our Customer Experience team, ensuring high standards in live phone support and other channels.

In Short

  • Lead a team of customer service agents to deliver exceptional support.
  • Focus on key performance metrics like CSAT and productivity.
  • Conduct quality assurance and coaching for team development.
  • Utilize data analysis to improve team performance.
  • Foster a positive team culture and motivate agents.
  • Manage team through changes in workflows and tools.
  • Collaborate with other departments for improved customer experience.
  • Handle escalations and maintain close contact with customer needs.

Requirements

  • 2+ years in a leadership role.
  • 3+ years in a customer-facing technical support role.
  • Excellent communication skills.
  • Ability to provide effective coaching.
  • Strong time management and prioritization skills.
  • Experience with feedback processes.
  • Comfort with fast-paced changes and AI tools.

Benefits

  • 100% medical, dental & vision insurance for you.
  • 401k with employer match.
  • Flexible PTO.
  • Fertility HRA up to $5,000/year.
  • WFH stipend for home office needs.
  • Wellness stipend.
  • Parental Leave.
  • Relocation support to NYC or SF.
  • Pet insurance.
Ramp logo

Ramp

Ramp is a cutting-edge financial operations platform that aims to streamline and enhance the financial processes of businesses, helping them save both time and money. Launched in 2019, Ramp integrates various financial services, including corporate cards, expense management, bill payments, vendor management, and accounting automation, into a single comprehensive solution. With over 25,000 clients ranging from family-owned farms to e-commerce giants and space startups, Ramp has successfully saved its users $1 billion and 10 million hours. The company is recognized as the fastest-growing corporate card and bill payment platform in the U.S., facilitating over $35 billion in purchases annually. Backed by prominent investors such as Sequoia, Stripe, and Goldman Sachs, Ramp boasts a team of experts from leading financial and technology firms. The company has received accolades from Fast Company, LinkedIn, Forbes, CNBC, and TIME Magazine for its innovative approach and impact in the financial technology sector.

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