At Acorns, our mission is to look after the financial best interests of the up-and-coming, beginning with the empowering, proud step of micro-investing. How do we accomplish our mission? Our values.
Lead With Heart - With compassion, integrity, and tenacity, inspire yourself and others to move past all previous thresholds of possibility
Make Bold Decisions - We are creating a new world. Be optimistic, adventurous, and courageous. Leap fearlessly into the future
Always Build Trust - Say what you mean, mean what you say, and do what you say you’re going to do. We are all owners. We are one team
Never Stop Growing - Change IS the constant. Stay hungry and curious. Be relentless in the pursuit of progress
Find a way - Never settle, no excuses, nothing is impossible. Just make it happen
Our values guide us, and our mission drives us. Come join us and help deliver financial wellness for the whole family, putting the tools of wealth-making into everyone’s hands.

KEY RESPONSIBILITIES

• Develop and deliver engaging support training programs, equipping agents to become high-potential product experts.
• Enhance ongoing product training to ensure agents stay up-to-date as Acorns launches new products and features.
• Lead quality assurance (QA) initiatives, analyzing customer interactions to extract insights and drive performance improvements.
• Monitor customer satisfaction trends and implement targeted coaching and training to enhance service quality.
• Manage external feedback loop with support partners and internal stakeholders, and create business cases for product and customer experience improvements.
• Develop and deliver product and feature workflows, processes, and escalation paths for all support teams.
• Collaborate cross-functionally to support timely and effective resolution of customer escalations.
• Leverage insights to refine Customer Support Training & Knowledge, driving continuous improvement.
  This role sits within the Acorns Support Operations team, reporting to the Director of Acorns Support. The Senior Manager will collaborate closely with colleagues handling operations, tools, and metrics, supporting teammates across the U.S. and BPO sites in Trinidad, the Philippines, and India, with potential for expansion into additional geographies.
  Acorns is a remote-first organization, offering the flexibility to work remotely while providing optional access to office space in Irvine, CA.

WHAT YOU WILL DO AT ACORNS:

• Drive long-term strategy for training, QA, and continuous improvement refining success metrics and benchmarking against industry best practices.
• Establish and lead governance meetings and business reviews with partners, providing insights on training and quality performance.
• Serve as the primary liaison between product, engineering, and support teams to develop and deliver effective training for new products and processes, as well as provide evidentiary product feedback.
• Foster cross-functional collaboration with Acorns’ colleagues to enhance both support training initiatives and business-driven projects.
• Develop mentorship and assessment processes for the training and quality teams at our outsourced partners
• Analyze escalation trends, identifying opportunities for process improvements.
• Work with our partners to deliver meaningful changes in customer support quality through unique technology, tools, or techniques from the partners’ portfolios
• Own long-term strategy discussions about best practices in the space, determining how we measure success in Training through metrics, as well as benchmarking new and more effective quality assurance metrics
• Build scalable, repeatable onboarding processes for BPO partners, ensuring continuous improvement in quality, training, and escalations.
• Partner with the Director of Support to explore new service delivery solutions, community support, and AI-driven automation.