Customer Support Manager, Fintech Solutions

Real is a fast-growing national real estate brokerage powered by technology. Real is currently operating in all U.S. states, Canada, and the District of Columbia. Founded in 2014, Real is a trailblazer in the Residential Real Estate industry, as we lead the disruption with our cutting-edge technology platform. We are on a mission to revolutionize the home-buying and selling process, making agents' lives better while creating lucrative financial opportunities for them.

For more information, visit https://www.onereal.com/

Job Summary:

We are seeking a dynamic and experienced Customer Support Manager, Fintech Solutions to join our team and lead the support function for our new wallet product. As the first support person on the team, you will be instrumental in building out our support processes, hiring, and ultimately leading a dedicated support team. The ideal candidate will have a strong background in managing support teams within the fintech industry.

Duties/Responsibilities:

• Begin as the sole support representative on the team, answering all support inquiries for agents utilizing the wallet

• Serve as the primary point of contact for all support-related issues for our wallet product.

• Build and lead a high-performing support team, including recruiting, hiring, training, and mentoring support staff.

• Develop and implement support strategies, processes, and best practices to ensure exceptional customer service.

• Design and establish support processes and workflows to effectively handle customer inquiries, issues, and escalations.

• Create and maintain documentation for support procedures, FAQs, and troubleshooting guides.

• Continuously assess and improve support processes to enhance efficiency and customer satisfaction.

• Provide hands-on support to customers, resolving complex issues and ensuring timely and effective responses.

• Monitor and manage support tickets, ensuring SLAs are met and customer issues are resolved to their satisfaction.

• Gather customer feedback and insights to identify trends and areas for improvement.

• Work closely with cross-functional teams, including Product, Engineering, and Compliance, to ensure alignment and effective communication of support needs and issues.

• Act as a liaison between the support team and other departments to relay customer feedback and drive product improvements.

• Communicate support metrics and performance to senior management, providing regular reports and insights.

• Identify staffing needs and build out the support team to scale with the growth of the wallet product.

• Develop and execute a hiring plan, including job postings, interviewing, and onboarding new team members.

• Foster a collaborative and customer-centric culture within the support team.

Required Skills/Abilities: 

• Proven experience in building, scaling and managing a support team, with a strong preference for experience within the fintech industry.

• Strong background in financial services, with knowledge of wallet products, credit cards, and credit programs.

• Excellent leadership and team-building skills, with the ability to mentor and develop support staff.

• Exceptional customer service skills, with a focus on delivering outstanding support experiences.

• Strong problem-solving and analytical abilities, with the ability to handle complex and escalated issues.

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and customers.

• Proficiency in support software and tools, including ticketing systems and CRM platforms.

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Education and Experience:

• Bachelor’s degree in Business, Finance, Information Technology, or a related field.

• Minimum of 5 years of experience in customer support or a related role, with at least 2 years in a managerial capacity.

• Experience in the fintech industry is highly preferred.

• Experience with credit card support and credit programs is a bonus.

Must Have:

• Ability to truly encompass our Company Core Values

  • Work Hard, Be Kind

  • Tech x Humanity

  • “We” are bigger than “me”

Physical Requirements: 

• Sit for long periods of time

• Lift a minimum of 20 pounds

Real is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.