Account Management Team Lead

PartnerHero; Greensboro (NC); Remote; USD 50,000 - 80,000; Full time

Job summary

An innovative firm seeks a dedicated operations leader to guide a team of Account Managers supporting a leading fintech partner. This role emphasizes exceptional customer service, team oversight, and performance management. You will be responsible for troubleshooting, mentoring, and ensuring adherence to policies and procedures, all while fostering a positive team culture. Join a company that values diversity and inclusion, and offers competitive benefits, including medical and dental coverage, training opportunities, and a supportive work environment. If you're passionate about leading teams and enhancing customer experiences in the fintech space, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Paid Sabbatical Leave

Training Opportunities

Access to Fitness Workouts

Qualifications

• 1-2+ years experience in frontline operations leadership in contact centers.
• Ability to drive performance through coaching and mentoring.

Responsibilities

• Lead a support team of Account Managers for a fintech partner.
• Ensure team meets KPIs and provide exceptional customer service.

Skills

Customer Service

Leadership

Coaching

SaaS Support

Multitasking

Communication

Time Management

Education

High School Diploma

Bachelor's Degree

Job description

4 days ago Be among the first 25 applicants

About Us

A little about us: we connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
The individual filling this role will lead an important support team of Account Managers, supporting one of our largest fintech expense reporting and reimbursement partners. A successful candidate will demonstrate an exceptional commitment to customer service while effectively leading a team that embodies our commitment to deliver Account Manager chat support of policies, procedures, guidelines, and troubleshooting workflows for our partner’s customers and users. This candidate must earn the trust of our partner that offers an expense management system for personal and business use cases. They will interact and collaborate with program leadership and partner success teams to provide the best service possible.

What You’ll Do:

1. Provide team oversight in relation to incoming chat volume by being available as a resource and subject matter expert.
2. Ensure team members follow policies, procedures, and escalation workflows to ensure workflow resolution.
3. Assist associates in troubleshooting dissatisfied customer situations, advising when issues should escalate.
4. Collect, compile, generate, and create documentation and reports related to customer feedback, insights, and team performance.
5. Guide team members through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools.
6. Maintain essential program knowledge related to the products and services provided by our partner.
7. Work additional hours outside of scheduled shifts when needed for meetings, training, or leadership matters.
8. Achieve and maintain team performance by ensuring associates meet or exceed KPIs and metrics; minimum KPI performance is required.
9. Perform project duties within your skill level as assigned by management.
10. Flex between program duties and support for specific projects or queues, with minimum hours in production required.

What We Expect From You:

• 1-2+ years of experience as a frontline operations leader in a contact center chat or omni-channel program.
• Ability to hold associates accountable and drive performance through coaching and mentoring.
• Passion for SaaS product support and customer-centric teams.
• Ability to prioritize customer-impacting issues and escalate appropriately.
• Skilled in explaining fintech or SaaS platform factors, providing guidance and feedback.
• Confident, collaborative communicator with contact center experience.
• Strong people skills and decision-making proficiency.
• Ability to maintain composure under pressure.
• Understanding of service levels, adherence, KPIs, and coaching to performance.
• Excellent multitasking and time management skills; punctuality required.
• Positive attitude, engagement, and desire to support software users in the financial industry.
• Proven ability to foster team engagement and leadership in virtual settings.
• If remote, workspace must meet work-from-home standards with reliable high-speed internet.

Bonus Points:

• 3+ years leadership in a contact center, with a record of coaching and developing staff.
• Experience in leveling up new teams for performance.
• Ability to identify needs and find solutions collaboratively.
• Experience supporting SaaS, especially fintech, troubleshooting, and multitasking.
• Experience in startups or small teams with growth potential.
• Experience delivering new hire training and onboarding.
• Flexibility and agility with new products and teams.
• Helping others in times of need is second nature.

What You’ll Get In Return:

• Competitive base salary.
• Benefits including medical, dental, and vision, applicable per country.
• Access to free posture-based fitness workouts, paid sabbatical leave.
• Training opportunities and mentorship.
• Cross-functional development opportunities.

Company Culture Is At Our Core
Our core values guide our work and culture:

• Care for others
• Embrace growth
• Manifest trust
• Take ownership
• Be humble

PartnerHero is proud to be an equal-opportunity workplace, valuing diversity, inclusion, equity, and belonging. We provide accommodations for individuals with disabilities upon request. For assistance, contact [email protected].