Note: The job is a remote job and is open to candidates in USA. Cherry is a fintech company providing buy now, pay later solutions for medical practices. The Overnight Customer Support Manager I leads a team of 8–10 specialists, owns team performance and development, and drives customer experience, operational improvement, and compliance.
Responsibilities
- Own team performance: Lead 8–10 Overnight Customer Support Specialists and consistently deliver world-class customer experiences, customer satisfaction, productivity, quality, and operational excellence
- Hire exceptional talent: Identify, hire, onboard, and develop high-performing Customer Support Specialists
- Coach and develop: Build a high-performance culture through coaching, 1:1s, performance management, recognition, and accountability
- Seek Truth Through Facts: Use data, performance trends, customer feedback, and frontline insights to identify root causes, make decisions, and drive results
- Improve performance: Develop and execute strategies that materially improve individual and team customer satisfaction, service quality, productivity, and resolution rates
- Own initiatives end to end: Identify opportunities, develop solutions, execute changes, and measure results to continuously improve the customer experience and operational efficiency
- Operate compliantly: Ensure all customer interactions and support activities adhere to Cherry's policies, procedures, and applicable regulatory requirements
- Be an Owner: Take accountability for outcomes, proactively solve problems, and continuously raise the bar for your team, the customer experience, and Cherry
Skills
- Proven track record of consistently meeting or exceeding customer support performance goals, with a strong focus on delivering a world-class customer experience
- 1+ years of experience in customer support, customer service, or customer experience operations
- 1+ years of experience directly managing a team of Customer Support Specialists or equivalent frontline employees
- Proven ability to identify, hire, onboard, and develop high-performing customer support talent
- Demonstrated ability to coach, motivate, and materially improve individual and team performance through consistent feedback, accountability, and development
- Strong experience leveraging customer support data and KPIs, including Customer Satisfaction (CSAT), quality assurance, productivity, and service levels, to identify opportunities and drive measurable improvements
- Experience owning projects or operational initiatives end to end, from identifying opportunities through execution, implementation, and measurement
- Demonstrated ability to improve customer experiences, resolve complex escalations, and drive operational efficiency while maintaining high standards for service quality
- Strong working knowledge of customer support processes, quality standards, compliance requirements, and operational controls
- Strong ownership, judgment, communication, problem-solving, and decision-making skills, with a customer-first mindset
- High school diploma or GED required
- Preferably in financial services, fintech, or a high-volume contact center environment
- Preferably 8 or more
Benefits
- $20,000 annual target variable (bonus) compensation
- Flexible time off plan
- Generous equity grant
- Medical, vision, and dental benefits
- Fully remote company
- Summer and winter company retreats
Company Overview