Manager of Client Success (Call Center)

Full-Time in Fairfield, CA - Mid Level

Company overview:

Promise helps utilities and government agencies create flexible and affordable solutions for customers struggling to pay off their debt. Our intuitive approach to payment plans and relief distribution leads to increased customer enrollment and recovery rates that are far higher than the industry standard. As a result, customers pay off debt sooner and with fewer penalties, and our partners reduce delinquencies and increase revenue.

The Promise team strives to treat people who are struggling with dignity and provide them with the tools and resources they need to succeed. Our expertise spans sectors: we are technology experts from companies like Google, Stripe, and Palantir, as well as accomplished government leaders. We have raised over $50 million and we’re backed by leading investors such as Kapor Capital, XYZ Ventures, Bronze Investments, First Round Capital, Y Combinator, The General Partnership (formerly Sweat Equity Ventures), Howard Schultz, and others. We're proud to have recently been chosen as one of Fast Company's "World's Most Innovative Companies of 2022."

Role overview:

We’re looking for an experienced Manager of Client Success (MCS) to join our growing team. The primary responsibility of the MCS will be to oversee operations of our main call center serving our utility and criminal justice customers. This will include everything from hiring and training to building runbooks to holding the team accountable to SLAs and KPIs. This is a demanding, rewarding role that will appeal to candidates who are high-energy and motivated. The MCS will manage a team of 5-10 Client Success Associates. This role reports to the General Manager of Utilities. This position pays between $89,000.00 per year and $130,000.00 per year. Final offer amounts depend on multiple factors, including candidate skills, experience, geographic location, and compensation/equity mix.

What you'll do:

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call
  • Develop, implement and maintain effective processes to foster continuous improvement and meet or exceed SLAs
  • Develop and maintain a well-run people organization, including efficient recruiting, training, coaching, recognition, delineation of duties and responsibilities, staffing levels, and supervision
  • Supervise the team’s daily workflows, ensuring execution of all necessary tasks and support functions
  • Design and manage the team’s schedule, making adjustments to coverage if there are changes to schedules or call volume
  • Understand and clearly communicate priorities as they shift: always have your eye on daily goals and KPIs
  • Review past data and build forecasts in order to make staffing decisions
  • Report out on KPIs and their effect on broader business goals
  • Provide reporting on the productivity and quality of the Client Success Associates at an individual level: know who’s performing well and why; help coach underperforming members of the team
  • Handle escalations with care; know when to flag trends or particularly tricky calls to the General Manager
  • Know the product and tools inside and out – be able to jump in and answer calls when the team’s in a pinch
  • Be reachable nights and weekends for emergencies

You’re a great fit for the role if you are:

  • Coming from a similar role in call center management, with 5-10 total years of experience
  • A strong people manager, with a proven track record of successfully directing large front-line teams
  • Compassionate: you can understand and empathize with our clients, some of whom are in difficult financial situations. You’d never guide the team to treat them with anything less than the utmost respect
  • Highly analytical and detail-oriented: you dig into the ‘whys’ behind team performance and are always working to continuously improve
  • Naturally positive and high-energy: you bring your best self to work every day.
  • An excellent communicator, both written and verbal. You’re articulate and can get to the point quickly but kindly
  • An expert multitasker: you can triage in the moment, juggling a number of tasks without losing sight of priorities
  • Someone who thrives on new challenges – we are always changing and you’re up for the ride!
  • Tech savvy: you’re adept at learning new tools and technologies
  • Resourceful and an ‘expert learner.’ You’re naturally curious and good at figuring new things out
  • Good at spotting patterns in customer behaviors and adept at sharing them with your manager in a clear, organized fashion

Location: Fairfield, CA

Promise is an equal opportunity employer and does not discriminate against any applicant or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, age, or military or veteran status. In addition, the Company complies with applicable state and local laws governing non-discrimination in employment in every jurisdiction in which it operates and is committed to diversity and inclusion in the workplace. Promise also provides reasonable accommodations to qualified individuals with disabilities, pregnant individuals, and individuals with sincerely held religious beliefs, in accordance with applicable laws.

Due to our work with the US government, we can only hire US citizens. Candidates living in other countries need not apply.