Director of Member Support

With over 60 million members, Credit Karma is working to make financial progress possible for everyone. Since 2007, we have been knocking down barriers that block the path to financial health, helping our members make informed choices and feel confident about their opportunities.

We are looking for an experienced professional who can help take our customer service to the next level. With over 50 million members, Credit Karma now has a very diverse set of questions and requests coming from its members. We need a dynamic leader who can up-level the sophistication of our service, ensuring faster response times, a strategic plan for the future, and strong performance management of a large and growing team.

* Leading the Member support team on a day-to-day basis * Developing the right structure for growth to ensure that we meet our support goals * Analyzing the desirability of outsourcing * Leading the development of all training, quality assurance and structure for the member support team * Ensuring the team is managed to a high standard based on throughput and quality metrics * Working cross-functionally with other areas of the company, especially product and engineering * Serving as an inspirational leader for the team * Communicating to support teams and senior management on unfolding and important issues

* 10+ years of experience in member support * Demonstrated ability to develop a member support team for a fast-growing company * Experience developing a team of mostly entry-level professionals * Experience with determining the best time for outsourcing * Experience implementing an off-site member support team * Strong track record of mentoring and developing a team * Demonstrated ability to determine and manage to key metrics * Self-starter with strong initiative * Team player who has a track record of working cross-functionally. You should be the person every loves to work with and feels they can rely on * Hits deadlines and builds consensus with stakeholders when tradeoffs are necessary