Premium Care Supervisor (Fintech)

TL;DR

Premium Care Supervisor (Fintech): Leading and managing a team of customer service agents to drive performance and satisfaction within a financial automation platform with an accent on QA coaching, team accountability, and conflict de-escalation. Focus on optimizing contact center metrics, managing strategic accounts, and implementing effective change management.

Location: Must be based in the United States (San Jose, CA) or in a remote-eligible arrangement; no visa sponsorship provided.

Salary: $68,600 - $82,200 USD

Company

A Fintech company that replaces outdated financial processes with innovative automation tools to empower businesses of all sizes.

What you will do

• Lead and manage a team of approximately 15 agents to drive performance and results.
• Conduct 1:1s, team meetings, and QA coaching to ensure skill development and accountability.
• De-escalate conflicts and handle direct customer contacts as necessary.
• Analyze contact center metrics (adherence, CSAT, QA) to improve operational performance.
• Collaborate with cross-functional teams to drive collective action and navigate change management.
• Foster an inclusive and psychologically safe environment for all team members.

Requirements

• 3-5 years of experience in a customer service leadership role with a track record of improving satisfaction metrics.
• 1 year of experience working with strategic accounts.
• Proficiency in MS Excel or Google Sheets.
• Experience with Salesforce (CRM) and Calabrio (WFM) applications.
• Must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Culture & Benefits

• 100% paid employee health, dental, and vision plans (HMO, PPO, or HDHP).
• 401(k) retirement plan, HSA, and FSA accounts.
• Flexible time off and 11+ observed holidays and wellness days.
• Employee Stock Purchase Program with employee discounts.
• Life insurance and long/short-term disability coverage.