SUPPORT OPERATIONS MANAGER

Payactiv is seeking an experienced, high-energy, service centric and relationship obsessed Support Operations Manager to help grow and support our users and clients. The role includes using and managing Salesforce CRM including customization, analyzing user and client data, and tracking and reporting key metrics and activities in order to ensure high service standards and fast resolution of cases, improving client satisfaction and retention.

WHO WE ARE…

We are Payactiv, a FinTech company in the heart of Silicon Valley, devoted to giving workers access to their earned wages when they need them. Payactiv is the pioneer and industry leader in Earned Wage Access. We are the only Certified B Corporation and Public Benefit Corporation in our industry. Our app provides millions with financial services that help them avoid debt, manage their finances, and regain flexibility to pay for things on their own schedule.

• Training: Stay updated on industry best practices, trends, and new technologies to continuously improve training content and methods. Track and report on employee progress and achievements through training and development initiatives.
• Data Analysis: Collect, analyze, and interpret data to identify trends, patterns, and insights that support business decision-making. Develop and maintain dashboards and reports that provide accurate and timely information for leadership teams. Collaborate with various departments to understand data needs and create custom analytical solutions. Utilize statistical and analytical tools to forecast future trends and identify areas for operational improvement.
• Cost measurement and management: Analyze financial data, prepare reports, and present cost management insights to leadership. Assess financial performance against KPIs and benchmarks, proposing corrective actions where necessary. Develop and manage regular forecasting models to predict and control future support operations costs.
• Service quality: Oversee the implementation and monitoring of service quality standards across all user and client facing operations. Conduct regular audits and assessments to ensure service quality meets or exceeds company standards. Analyze service performance metrics to identify areas for improvement and ensure continuous service enhancement.
• Case Management: Troubleshoot, triage, and analyze cases to prioritize, assign, and escalate appropriately.
• SLAs: Track and maintain adherence to internal and external service level agreements (SLAs).
• Incident Reporting: Collaborate with internal teams to prepare incident reports, capturing Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA).
• High-Priority Case Resolution: Drive the resolution of high-priority and urgent cases to meet user and client needs promptly and efficiently.
• Collaboration with Internal Teams: Communicate evolving service needs to other departments to ensure alignment and proactive issue resolution.
• Team Advocacy: Advocate for user and client support team’s needs within the Milpitas office, ensuring the team has the resources and support necessary to deliver high-quality service.