Be one of the first members of the Customer Success Team at Slope, where we are at the forefront of digitizing the B2B economy.  In this role, you will play a pivotal role bridging the experience between our business customers and our products.  You’ll help evolve our automated customer support framework as we scale. We expect a collaborative approach with risk, engineering, data, and compliance. We’re looking for a self-starter, who is an expert problem solver, clear and empathetic communicator, quick learner and operator, and has demonstrated success dealing with uncertainty.

Why work with us?

• You will get the chance to be an early team member at a fast-growth Y-Combinator-backed startup. We truly believe that it’s about slope — not where you start but how fast we and you are growing and iterating

• We are growing insanely fast and are well-funded. This is a once-in-a-lifetime opportunity to join our rocketship and build from the ground up!

• We’re a tight-knit, intense team, from which you'll learn a ton and have ownership

• Work with seasoned second-time founders and operators 

Responsibilities

• Build, own, scale, and support relationships with end buyers and merchants while providing white glove service.

• Owning metrics & reporting hitting KPI’s while meeting and iterating on SLA’s, including one call resolutions, response rates, and more.

• Willing to roll-up your sleeves to get things done. Not afraid to dive into operations/ process/platform to ensure success.

• Train team members and provide continual employee development through 1:1 feedback.

• Supervise the customer support department’s day-to-day functions (both on-shore and off-shore) to ensure proper customer service is being delivered, provide training, support, quality assurance, escalation support, overall coaching, and administration.

• Assisting with account resolution/escalations, via phone, SMS, and email.

• Work as a direct line of contact to the customer, acting as support to any questions they may have on the application process and / or user journey.

• Act as the voice of the customer. You will partner with Risk and Engineering  to ensure the customer lifecycle and user journey is seamless.

• Iterate over our systematic communications, knowledge center,  and processes for our customers, based on learnings from customer interactions.

Requirements

• 5-7 years of Customer Success/Support experience.

• 2-3 years of leadership experience.

• Impeccable attention to details while effectively multi-tasking. 

• Deep curiosity and the ability to translate data into product-driven solutions.

• Clear and thoughtful verbal and written communication skills, with strong critical thinking ability.

• A love of being in front of and continuously learning from customers.

• Being autonomous, proactive and a fast-learner (Slope! ⚡). 

• Have a sense of urgency to tackle any task at hand.

• Enthusiastic team player with a strong work ethic. No job is too big or too small.

• Must be proficient in Google Suite/Microsoft Office Suite and Apple computers. Experience with CRM tools.

Bonus points 

• Background in lending, payments, FinTech, and/or Fin Ops. 

• Have worked directly with Risk, Engineering and Data Science teams.

• Previous experience at a high-growth, fast-paced startup.

• Entrepreneurial mindset.

• Passionate about helping small businesses grow.