Customer Service Manager

We all love what we do, and we all love doing it together, because we demand the best people to make the best Venmo. Venmo was founded on the principles of breaking down the foreboding walls of financial transactions to make them intuitive and even fun with friends. And it worked, people love sending money with Venmo.

We’re looking for an experienced leader who will grow, train and develop our team. Beyond customer support experience, we are looking for a strategic leader who will set a tone for service, efficiency, and maybe an occasional pun or two.

* Direct and implement improvements in the daily operations of Venmo’s Customer Support Team * Lead Supervisors and front line teammates * Anticipate change, identify trends, and utilize metrics to ensure Support is positioned for success * Provide leadership, guidance, motivation and training to Support Leaders through implementation of goals, policies, procedures and high work standards * Maintain a high brand standard while promoting the image of Venmo in a professional and positive manner * Collaborate with internal leadership to continuously iterate on a better customer support experience * Manage many different internal stakeholders and their needs and requirements * Focus on scale without sacrificing quality of service or culture – we are growing quickly * Lead strategic growth, developing a cohesive, world-class support team * Use metrics and technology to drive innovative change * Work with the team to attain individual goals, creating professional growth tracks for the people that make our support shine

* Flexibility with schedule to cover 24x7 operation * 3+ years of customer support experience, including managing, leading and growing a team * Operational wiz with a strong understanding of customer service centers * Experience with app chat, web chat, email and phone systems * Customer service minded individual with proven ability to work with all customers * Expertise with CRM systems, including the ability to analyze metrics for decision making and operational changes * Proven leadership and employee development experience * Experience in measuring and reporting metrics based goals * Excellent written and verbal communications and customer service skills * An all around great people person