Description

JOB TITLE: Digital Support Supervisor

LOCATION: Las Vegas, Nevada

ANNUAL RATE: $65,000

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 20k service locations, including 1 in 3 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.

The Role:

As a Digital Support Supervisor, your primary responsibility is to lead and manage a team of Digital Support Representatives to provide exceptional support to our customers/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 digital support department.

Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You’ll Be Doing:

• Lead and manage a team of Digital 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 Digital 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 digital support team's queues and service levels, aiming to meet response times, chat and email resolution rates, quality assurance scores, and other KPIs.
• Develop and refine chat and email scripts.
• Gather customer and partner feedback and relay it to relevant departments for continuous improvement.
• Engage in cross-departmental meetings, representing the digital 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 digital support team, including conducting interviews.
• Facilitate interoffice shadow sessions to promote learning and understanding between departments.
• Oversee daily operations to ensure timely resolution of customer and partner inquiries and contribute to process optimization and efficiency improvements. Maintain accurate records and reporting on team performance metrics.

What You Bring to the Table:

• Minimum of 2 years of experience in a leadership role within a Call Center or 3 years of Customer Service leadership experience (both B2B and B2C experience is a bonus).
• Proven ability to lead and inspire a team, providing guidance and support for professional development.
• Exceptional typing and computer skills, with the ability to navigate multiple systems effortlessly.
• A strategic mindset with the ability to contribute to process improvements and optimizations.
• Exceptional attention to detail, ensuring the accuracy and quality of all customer interactions.
• A commitment to delivering outstanding service and effective resolutions for both B2C and B2B interactions.
• A commitment to ongoing learning and staying up-to-date with industry best practices.
• Willingness to adapt to evolving roles and collaborate with other departments to support organizational goals

Perks Included:

• Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
• Mission driven + empowered + collaborative environment
• State of the art customer care contact center
• Competitive pay and stock options
• 12 days of PTO your first year with increases thereafter + Holiday Pay
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Casual Dress
• Other fun team events and Spirit Days
• Open door policy / Open office floor plan

Core Values for Success at Sunbit:

• Serve others before self- Takes care of customers, and partners in a manner that demonstrates they are important
• Own the impact- Ability to troubleshoot a variety of matters and holding yourself accountable. Strong organizational and time management skills with the ability to prioritize effectively
• Connect genuinely- Build and maintain strong relationships with both customers and partners. Speak with customers and partners in a friendly, helpful and open demeanor
• Act fast- Thrive in a fast-paced environment while maintaining a high level of support
• Include always- Communicate well verbally and in writing, demonstrating empathy and understanding
• Innovate for good- Establishes scalable capabilities by applying best practices to your workday.

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.