Customer Support Lead

About us

Today’s financial system is built to favor those with money. Grid’s mission is to level that playing field by building financial products that help users better manage their financial future. The Grid app lets users access cash, build credit, spend money, optimize their taxes, and lots, lots more.

Grid is a fast-growing team that’s deeply passionate about making a difference in the lives of millions. We’re solving huge problems and believe that every team member has a big role to play. Come join our growing team in our brand new Seattle office!

The role

We’re adding a Customer Support Lead to our team to help us build and scale our core product lines. You'll work closely with product, engineering and business leaders to create a magical experience for our customers. With access to over one million customers and a clear objective to provide an amazing experience, you'll have a significant impact on Grid's progress as a product and business.

Projects and objectives will include resolution of customer problems and/or inquiries, product error or bug mitigation, discovering and implementing new technologies, and scaling the team.

The team

We're focused on serving our users and building a robust product above all else. To this end, Grid's team members experience high levels of autonomy and ownership, and as a company we value curiosity, learning and growth.

What you'll do

• Scaling: Implement a hybrid of technology and people to provide a premium customer experience.
• Problem Identification: With growth and new products comes new problems. You'll identify and synthesize problems or issues with our product and engineering teams.
• Team Scheduling and Structuring: We have a large set of customers that span the country and they depend on us night and day. Scheduling is of utmost importance.
• Foster a customer experience culture: We believe products and experiences build companies. You'll be instrumental in creating and maintaining clear communication paths within the organization and be the voice of the customer.

What we're looking for:

• Expertise: Proven experience in customer service and/or support management, including a strong background in people management and quantitative competence.
• Autonomy and Initiative: Ability to work independently and take ownership of projects, showcasing a proactive approach to identifying key leverage points to enhance the customer experience.
• Curiosity and Optimism : People who are constantly asking why the world around them works the way it does, and who have the will to change it.
• Technical Skills: Proficiency in using CRMs as well as basic analytical tools such as Excel and/or SQL.
• Self Starter: Confidence to prioritize work and deliver demonstrable results on a tight cadence.
• Domain Knowledge: Demonstrated experience or understanding of the consumer financial services industry.