JOB TITLE: Partner Support Supervisor
LOCATION: Las Vegas, Nevada
ANNUAL RATE: Salary
WORK SCHEDULE: Morning and Night shifts available

WHO WE ARE:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 25,000 service locations, including 1 in 2 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise… regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.
Sunbit is proud to be recognized on the CB Insights List of Unicorn Companies, with a valuation of $1.1B. (https://www.cbinsights.com/research-unicorn-companies)

THE ROLE:

As a Partner Support Supervisor, your primary responsibility is to lead and manage a team of Partner Support Representatives to provide exceptional support to our partners. Your role includes overseeing the development, performance, and growth of all team members, as well as handling day-to-day operations and promoting a culture of continuous improvement. Key duties involve maintaining and improving service levels, fostering collaboration with other departments, conducting team meetings, assisting in recruitment, handling escalations, and monitoring important metrics such as KPIs, attrition, and shrink within the partner support department.

WHAT YOU’LL BE DOING:

• Lead and manage a team of Partner Support Representatives, guiding their professional growth and fostering a positive team environment.
• Set clear performance goals and expectations for the team, regularly evaluating their performance through reviews and 1:1 meetings. Provide coaching and recognize outstanding achievements.
• Work with the training team to design and implement programs that enhance the skills and knowledge of Partner Support Representatives, ensuring they are well-versed in our products and policies.
• Ensure high-quality service for Partner and Customer Support through various channels, including email, chat, and CSAT scores. Address concerns, coach team members, and collaborate with Quality Assurance to improve performance.
• Monitor and optimize the partner support team’s queues and service levels, aiming to meet response times, call resolution rates, quality assurance scores, and other KPIs.
• Cultivate strong relationships with retail partners, handling inquiries, concerns, and escalations professionally. Resolve partner-related issues and enforce Sunbit’s policies and compliance requirements.
• Gather partner feedback and relay it to relevant departments for continuous improvement.
• Engage in cross-departmental meetings, representing the partner support team, and collaborate effectively with other departments.
• Lead team meetings, keeping your team informed and encouraging collaboration.
• Participate in the hiring process for the partner support team, including conducting interviews.
• Facilitate interoffice shadow sessions to promote learning and understanding between departments.
• Oversee daily operations to ensure timely resolution of partner inquiries and contribute to process optimization and efficiency improvements. Maintain accurate records and reporting on team performance metrics.