Customer Service Supervisor

Remote - USA

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Plastiq

Looking to better manage cash flow, pay virtually anything by credit card, or accept credit card with no merchant fees? Try Plastiq.

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Join the Customer Service Team at a time of rapid growth!
We’re currently growing into the SMB space and refining our platform to uniquely fit the needs of our customers. As the Customer Service Team Supervisor, you have the opportunity to lead and develop a team that delivers best in class Customer Support for all Plastiq customers. 
Reporting to the Senior Manager of Customer Service, you will be warmly and enthusiastically supported as you develop your skills, so you can grow in whichever direction you choose.
This position can be remote and employee must be located in a US timezone.

About You

  • Proven experience as a supervisor or equivalent leadership role
  • Experience in coaching and developing Customer Service Representatives on their job and for future opportunities
  • Excellent communication skills, both written and verbal
  • Experience leading a Customer Service team to meet/exceed SLA’s
  • Action-oriented; remain calm and focused under pressure
  • 6+ years providing superb customer support via phone, chat & email in financial services. (Bonus points if in the credit card space)
  • Collaborate with individuals and teams across Plastiq to successfully launch & support new products and features
  • Able to build strong relationships with your direct reports and all parts of the organization in a remote environment
  • Become our SME 
  • Be an advocate for change and process optimization  
  • Deep working knowledge of Service Cloud/ Salesforce; Able to create and access reports and associated dashboards in Service Cloud to manage workflows
  • Keen ability to assess individual readiness for tasks and assign/ delegate duties as appropriate
  • Available to work some public holidays.

Your Responsibilities

  • Recruit, coach and lead our Customer Service Team 
  • Understand, articulate and deliver SLA’s 
  • Create and provide feedback on individual scorecards together with any associated action plans
  • Organize workflows and ensure that employees understand their duties or delegated tasks 
  • Do what it takes to meet and exceed customer expectations
  • Provide feedback on the efficiency of the customer service process
  • Participate in creating feedback to the organization to improve our customers' experience
Plastiq is a smart payment platform designed for businesses to better manage their payments and cash flow. The platform lets companies maximize their existing credit, pay in whatever way is best for their business—regardless of what payment methods their recipients accept—and get paid by card without the burden of card acceptance fees. Businesses can pay globally in more than 40 countries, and Plastiq works with all major credit card providers, including Mastercard, Visa, American Express, and Discover. Plastiq has millions of customers and has processed billions in payments for a wide range of expenses, from business supplier payments and contractors to taxes and rent. Plastiq has won a number of awards and recognitions, including being named to the 2020 Forbes FinTech 50 and 2020 Bay Area Best Places to Work by the San Francisco Business Journal.
Job perks/benefits: Salary bonus
Job region(s): North America
Job stats:  6  1  0
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